Technical Support Specialist — Troubleshooting & Training

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 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.