Technical Support Analyst: Advanced Troubleshooting

wk; Saudi Arabia; On-site; SAR 60,000 - 100,000; Full time

Job summary

Wolters Kluwer is seeking a Technical Support Analyst to join our global technology team. The role focuses on resolving complex technical issues for customers and guiding them through product installation and setup.

You will document cases, maintain knowledge bases, and help train new specialists while collaborating with other departments to improve satisfaction and efficiency. Fluency in Arabic and English is required.

Qualifications

• Resolve a wider range of technical issues for customers with increasing independence.
• Guide customers through product installation and setup.
• Document support interactions with clear troubleshooting steps.
• Collaborate with other teams to resolve intersecting issues.

Responsibilities

• Handle escalated technical support inquiries from Specialist I.
• Perform intermediate-level troubleshooting and problem resolution.
• Guide customers through installation and setup of products.
• Document customer cases with detailed notes on troubleshooting steps.
• Collaborate with other departments to resolve intersecting issues.
• Update and maintain internal knowledge bases and support documentation.
• Participate in the training of new technical support specialists.
• Conduct root cause analysis to identify recurring technical issues.
• Communicate with customers regarding resolution status and follow-up.
• Assist in creating support content to assist customers with common issues.

Skills

Troubleshooting

Product installation

Documentation

Collaboration

Root cause analysis

Knowledge management

Technical training

Customer communication

Job description

Wolters Kluwer is seeking a Technical Support Analyst to join our global technology team. The role focuses on resolving complex technical issues for customers and guiding them through product installation and setup.

You will document cases, maintain knowledge bases, and help train new specialists while collaborating with other departments to improve satisfaction and efficiency. Fluency in Arabic and English is required.