Hybrid Bilingual Tech Support Specialist – Medical Apps

Wolters Kluwer; Ciudad de México; Híbrido; MXN 520.000 - 680.000; Jornada completa

Descripción de la vacante

Wolters Kluwer is hiring a Customer Service Technical Specialist in Mexico City. Hybrid role with 8 days per month in-office.

You will provide technical and customer service support for Medical Research applications, liaising with researchers via phone, email, and web queries, and using CRM systems for tracking. You will own issues through resolution, collaborate with global teams, and contribute to knowledge bases and custom solutions.

Formación

• Education: Degree level or equivalent.
• Fluent in Spanish and English with ability to conduct all communications in both languages.
• Track record in customer service.
• Excellent verbal and written communication skills.
• 3+ years diagnosing and resolving software problems.
• Experience supporting hosted/cloud applications.
• Familiarity with Web Services, Discovery Services, OpenAthens, SSO, proxies.

Responsabilidades

• Provide technical and customer service support for Wolters Kluwer Medical Research applications.
• Facilitate implementation, maintenance, education, and documentation for online solutions.
• Interact with medical and academic researchers via phone, email, and web queries.
• Own issues and manage them through resolution.
• Log all activity in CRM systems for tracking.
• Respond to inquiries within department SLAs.
• Collaborate with global Customer Support to address bugs and feature requests.
• Develop and support custom product solutions for accounts.

Conocimientos

Bilingual Spanish/English

Customer service

Communications (verbal & written)

Software troubleshooting

Hosted/cloud applications

Web services/SSO/OpenAthens

Medical software knowledge

STM publishing

Authentication/firewalls

Internet protocols (HTTP/XML)

Educación

Degree level or equivalent

Library Sciences degree (desirable)

Descripción del empleo

Wolters Kluwer is hiring a Customer Service Technical Specialist in Mexico City. Hybrid role with 8 days per month in-office.

You will provide technical and customer service support for Medical Research applications, liaising with researchers via phone, email, and web queries, and using CRM systems for tracking. You will own issues through resolution, collaborate with global teams, and contribute to knowledge bases and custom solutions.