Customer Service Technical Specialist

Wolters Kluwer International; Saint Cloud (MN); On-site; 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 Saint Cloud, MN to enhance customer support through advanced troubleshooting and project-based improvements. You will guide customers, document procedures, and train new staff while collaborating with peers to resolve complex issues.

The role emphasizes learning, process improvements, and maintaining up-to-date knowledge of product features to boost customer satisfaction and service quality. This position is onsite in Minnesota.

Qualifications

• Advanced troubleshooting: diagnosing and resolving a broader range of issues.
• Training: ability to guide and train new team members.
• Documentation management: updating support documentation.

Responsibilities

• 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.

Skills

Advanced troubleshooting

Project assistance

Training

Documentation management

Customer guidance

Collaborative problem solving

Follow-up

Analytical skills

Job description

Wolters 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.

Additional Information:

Wolters Kluwer offers a wide variety of competitive benefits and programs to help meet your needs and balance your work and personal life, including but not limited to: 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 upon request.

Benefits:

• Medical
• Dental
• Vision Plans
• 401(k)
• FSA/HSA
• Commuter Benefits
• Tuition Assistance Plan
• Vacation and Sick Time
• Paid Parental Leave

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 / Affimative Action employer.

All qualified applicants will receive consideration without regard to race, color, religion, sex (including pregnancy, gender identity, transgender status, and sexual orientation), national origin, disability, age, genetic information, veteran status, or any other characteristic protected by applicable law, and we do not tolerate discrimination on any of these bases.

We are also committed to complying with laws requiring equal opportunity in hiring, promotion, and other employment decisions. All qualified applicants will receive consideration without regard to race, color, religion, sex (including pregnancy, gender identity, transgender status, and sexual orientation), national origin, disability, age, genetic information, veteran status, or any other characteristic protected by applicable law, and we do not tolerate discrimination on any of these bases.

We aim to provide a welcoming environment and equitable opportunities for all employees regardless of background, nationality, race, ethnicity, gender, gender identity, age, sexual orientation, marital status, disability, or religion. This principle is ingrained in our company values and articulated in our Code of Business Ethics.

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 USD

This 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.

Further Information:

For more information about our solutions and organization, visit www.wolterskluwer.com, or follow us on LinkedIn, Instagram and Facebook.

Privacy & Cookie Notice:

GDPR Wolters Kluwer (“we” or “us”) wants to inform you about the ways we process your personal information. In this Privacy & Cookie Notice we explain what personal information we collect, use and disclose. You'll find details related to GDPR and other data privacy policies on our Careers Privacy and Cookies page.