Hybrid Tech Support Specialist – Medical Research Apps

wk; Ciudad de México; Hybrid; MXN 400,000 - 520,000; Full time

Job summary

Wolters Kluwer Medical Research is seeking a Customer Service Technical Specialist in Mexico City with a hybrid work arrangement. You will provide technical and customer service support for our web-based applications, assisting researchers via phone, email, and web queries.

You will own issues, log activity in CRM, collaborate with global support, and contribute to knowledge bases and custom solutions while maintaining SLAs and supporting sales.

Qualifications

• Education: Degree level or equivalent
• Fluent in Spanish and English with professional communications in both languages
• Track record in customer service
• 3+ years diagnosing and resolving software problems
• Experience supporting hosted/cloud applications
• Familiarity with Web Services, Discovery Services, OpenAthens, SSO, proxy servers
• A degree level in Library Sciences
• Knowledge of medical software technology/information
• Professional experience in STM Publishing
• Some familiarity with authentication and firewalls
• Knowledge of Internet technologies/protocols such as OpenURL, HTTP, HTML, XML, XLS, CSS, JavaScript, JSON

Responsibilities

• Take ownership of issues and manage them through resolution.
• Liaise with other departments and diagnose problems reported directly by customers or escalated via our global support group.
• Respond to technical and service inquiries within department SLAs
• Foster a close relationship with the global Customer Support team, ensuring enhancement requests, bugs, and other product issues are communicated across the team
• Utilize CRM systems to log and track all communications related to customer inquiries
• Support self-service initiatives by contributing content for customer-facing and internal Knowledgebases
• Develop and support custom product solutions for individual accounts
• Proactively communicate with customers to introduce new features and functionality, and maintain custom solutions
• Collaborate closely with the sales team to support new business and customer retention efforts
• Apply company values to maintain team goals, a collaborative environment, and to meet all service levels
• Test upcoming software releases and provide feedback to development/technology teams
• Participate on cross-functional teams to prepare the global support team for products and service offerings
• Serve as a mentor to new team members
• Attend conferences to provide support to sales, marketing, and our customer base (in person or virtual)

Skills

Bilingual Spanish/English

Customer service

Software troubleshooting

Hosted/Cloud apps support

OpenHTTP/JSON knowledge

Education

Degree level or equivalent

Library Sciences degree

Tools

OpenAthens

SSO

Proxy servers

Job description

Wolters Kluwer Medical Research is seeking a Customer Service Technical Specialist in Mexico City with a hybrid work arrangement. You will provide technical and customer service support for our web-based applications, assisting researchers via phone, email, and web queries.

You will own issues, log activity in CRM, collaborate with global support, and contribute to knowledge bases and custom solutions while maintaining SLAs and supporting sales.