Customer Service Technical Specialist

Wolters Kluwer International; Minnesota; Hybrid; USD 57,000 - 98,000; Full time

Benefits offered by this job

Medical, Dental, & Vision Plans

401(k)

FSA/HSA

Commuter Benefits

Tuition Assistance Plan

Vacation and Sick Time

Paid Parental Leave

Job summary

Wolters Kluwer is seeking a Customer Service Technical Specialist in St. Cloud, MN, offering hybrid work arrangements and a focus on complex technical support. You will troubleshoot, guide customers through installations, and contribute to process improvements in a collaborative team.

The role emphasizes documentation, training, and customer satisfaction, with opportunities for professional growth within a supportive WK environment.

Qualifications

• Advanced troubleshooting across a broader set of issues.
• Ability to support technology projects aimed at improving service.
• Ability to train and guide new team members.
• Updating and maintaining support documentation.

Responsibilities

• Perform advanced troubleshooting for a wider range of technical issues.
• Assist in implementing new procedures and techniques in customer support.
• Participate in projects aimed at improving support systems and processes.
• Provide step-by-step guidance to customers for product installations.
• Update and maintain support documentation.
• Train new employees on basic technical support procedures.
• Collaborate with team to resolve escalated issues.
• Follow up to ensure issue resolution and customer satisfaction.

Skills

Advanced Troubleshooting

Project Assistance

Training

Documentation Management

Customer Guidance

Collaborative Problem Solving

Follow-Up Skills

Analytical Skills

Job description

## Customer Service Technical SpecialistApply: Hybrid (8 days/month): USA - St Cloud, MN: Full time: Posted Today: R0061063Wolters Kluwer is a global leader in professional information services that combines deep domain knowledge with specialized technology. Our portfolio offers software tools coupled with content and services that customers need to make decisions with confidence. Every day, our customers make critical decisions to help save lives, improve the way we do business, build better judicial and regulatory systems. We help them get it right. **Who We Are:** **Wolters Kluwer: The world is a big place, find your place here****Our Locations:** **Contact Wolters Kluwer | Wolters Kluwer** **What We Offer:**The Customer Service Technical Specialist role offers growth potential opportunities, professional development, an engaging small team environment, and amazing benefits. **What You'll be Doing:**As a Specialist in Customer Service Technical, you will take on a more prominent role in supporting customers with various technical issues. Building on your foundational skills, you will assist with more complex troubleshooting and contribute to project-based improvements. Your contributions will help in refining our support processes and enhancing customer satisfaction. **Key Tasks:*** Perform advanced troubleshooting for a wider range of technical issues.* Assist in the implementation of new procedures and techniques in customer support.* Participate in projects aimed at improving support systems and processes.* Provide step-by-step guidance to customers for product installations.* Update and maintain support documentation.* Train new employees on basic technical support procedures.* Collaborate with team members to resolve escalated issues.* Conduct follow-ups to ensure issue resolution and customer satisfaction.* Analyze recurring customer issues and suggest improvements.* Maintain current knowledge of emerging product features. **You're a Great Fit if You Have:*** Advanced Troubleshooting: Diagnosing and resolving a broader range of issues.* Project Assistance: Supporting technology projects aimed at improving service.* Training: Ability to guide and train new team members.* Documentation Management: Updating support documentation.* Customer Guidance: Providing clear instructions to customers.* Collaborative Problem Solving: Working with peers to resolve issues.* Follow-Up Skills: Ensuring thorough resolution and customer satisfaction.* Analytical Skills: Identifying patterns in technical issues. We are an incredibly supportive team that truly enjoys what we do and who we do it with. We play a key role within WK and assist in driving the daily success. If you have a passion for making a true difference within an organization, while working alongside a genuinely caring and supportive team, we highly encourage you to apply. #BeTheDifference **Additional Information:**Wolters Kluwer offers great benefits and programs to help meet your needs and balance your work and personal life, including **Medical, Dental, & Vision Plans, 401(k), FSA/HSA, Commuter Benefits, Tuition Assistance Plan, Vacation and Sick Time, and Paid Parental Leave**. Full details of our benefits are available at https://www.mywolterskluwerbenefits.com/index.html **Diversity Matters:**Wolters Kluwer strives for an inclusive company culture in which we attract, develop, and retain diverse talent to achieve our strategy. As a global company, having a diverse workforce is of the utmost importance. We've been recognized by employees as a European Diversity Leader in the Financial Times, as one of Forbes America’s Best Employers for Diversity in 2022, 2021 and 2020 and as one of Forbes America’s Best Employers for Women in 2021, 2020, 2019 and 2018. In 2020, we placed third in the Female Board Index, and were recognized by the European Women on Boards Gender Diversity Index. Wolters Kluwer and all of our subsidiaries, divisions and customer/departments is an Equal Opportunity / Affirmative Action employer. **The above statements are intended to describe the general nature and level of work being performed by most people assigned to this job. They’re not intended to be an exhaustive list of all duties and responsibilities and requirements.**## Our Interview Practices*To maintain a fair and genuine hiring process, we kindly ask that all candidates participate in interviews without the assistance of AI tools or external prompts. Our interview process is designed to assess your individual skills, experiences, and communication style. We value authenticity and want to ensure we’re getting to know you—not a digital assistant. To help maintain this integrity, we ask to remove virtual backgrounds and include in-person interviews in our hiring process. Please note that use of AI-generated responses or third-party support during interviews will be grounds for disqualification from the recruitment process.**Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process.***Compensation:**$57,400.00 - $98,350.00 USDThis role is eligible for Bonus.*Compensation range listed is based on primary location of the position. Actual base salary offer is influenced by a wide array of factors including but not limited to skills, experience and actual hiring location. Your recruiter can share more information about the specific offer for the job location during the hiring process.*