Customer Service Technical Specialist
Wolters Kluwer
full-time
Posted on:
Location Type: Remote
Location: Wisconsin • United States
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Salary
💰 $51,700 - $88,550 per year
About the role
- 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.
Requirements
- 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.
Benefits
- Medical, Dental, & Vision Plans
- 401(k)
- FSA/HSA
- Commuter Benefits
- Tuition Assistance Plan
- Vacation and Sick Time
- Paid Parental Leave
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
advanced troubleshootingtechnical support proceduresdocumentation managementcustomer guidanceanalytical skills
Soft Skills
trainingcollaborative problem solvingfollow-up skills