Technical support engineer

Wolters Kluwer; United States; Remote; USD 50,000 - 70,000; Full time

Job summary

Wolters Kluwer seeks a Specialist in Customer Service Technical to enhance customer satisfaction through advanced troubleshooting and support process improvements. Join a collaborative team dedicated to making a difference with innovative solutions. You will guide customers and train new employees while also being part of impactful technology projects.

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.

Skills

Advanced Troubleshooting

Project Assistance

Training

Documentation Management

Customer Guidance

Collaborative Problem Solving

Follow-Up Skills

Analytical Skills

Job description

#BETHEDIFFERENCE

If making a difference matters to you,then you matter to us.

Joinus, atWolters Kluwer,and be part of a dynamic global technology company that makes a difference every day. We’re innovators with impact. We provideexpert software & information solutions that the world’s leading professionalsrely on, in the moments that matter most.

You’llbesupported by collaborative colleagues who share a purpose.We are21,000 people unique in ourdreams, life stories, abilities, and passions who come together every daywith one ambition: to make a difference. Wedo our best work together, connecting to create new innovations with impact.

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.

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: 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.

Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process.