Technical Support Specialist — Customer Success

Wolters Kluwer

Saint Cloud (MN)

On-site

USD 57,000 - 98,000

Full time

3 days ago

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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 Minnesota to support customers with complex technical issues, help implement new support procedures, and contribute to continual service improvements. You will train new staff, update documentation, and work with teammates to resolve escalated problems while ensuring customer satisfaction.

This role offers growth potential, a collaborative small team environment, and comprehensive benefits as part of Wolters Kluwer’s commitment

Qualifications

Experience in advanced troubleshooting and customer support.
Ability to guide and train new team members.

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.