Technical Support Specialist - Frontline Customer Care

Wolters Kluwer - Financial Services Solutions; Göteborgs kommun; On-site; SEK 320,000 - 520,000; Full time

Job summary

Wolters Kluwer - Financial Services Solutions in Sweden is seeking a Specialist in Customer Service - Technical to provide foundational technical support to customers. You will be the first point of contact via phone, email, or chat, guiding users through basic issues and documenting interactions.

The role emphasizes clear instructions, escalation when needed, continuous product knowledge, and participation in training to improve service quality, with an onsite office presence as part of the

Qualifications

• Experience communicating with customers to understand technical issues.
• Ability to troubleshoot basic technical problems.
• Ability to accurately record and maintain details of customer interactions.
• Familiarity with the company’s products and basic functions.
• Efficient time management to handle multiple inquiries.
• Proficiency in using customer support software and tools.
• Understanding when and how to escalate issues.
• Ability to follow up with customers to ensure resolution.

Responsibilities

• Respond to customer inquiries via telephone, email, or chat.
• Troubleshoot basic technical issues related to products and services.
• Record and document customer interactions and technical issues.
• Assist in the installation of products following standardized procedures.
• Provide clear instructions to customers for problem resolution.
• Escalate complex issues to higher-level specialists or appropriate departments.
• Maintain up-to-date knowledge of product features and basic troubleshooting techniques.
• Follow up with customers to ensure issues are resolved satisfactorily.
• Participate in training sessions to improve technical support skills.

Skills

Customer communication

Basic troubleshooting

Documentation

Product knowledge

Time management

Basic technical tools

Problem escalation

Customer follow-up

Job description

Wolters Kluwer - Financial Services Solutions in Sweden is seeking a Specialist in Customer Service - Technical to provide foundational technical support to customers. You will be the first point of contact via phone, email, or chat, guiding users through basic issues and documenting interactions.

The role emphasizes clear instructions, escalation when needed, continuous product knowledge, and participation in training to improve service quality, with an onsite office presence as part of the