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About the Role

As a Specialist in the Customer Service - Technical role, you'll be advancing your ability to resolve a wider range of technical issues for our customers. You’ll assist in the troubleshooting, maintenance, and resolution of technical support cases. Your contributions will help improve customer satisfaction and operational efficiency by addressing more complex issues with increased independence.

Responsibilities

• Handle escalated technical support inquiries from Specialist I.
• Perform intermediate-level troubleshooting and problem resolution.
• Guide customers through installation and setup of products.
• Document customer cases with detailed notes on troubleshooting steps.
• Collaborate with other departments to resolve intersecting issues.
• Update and maintain internal knowledge bases and support documentation.
• Participate in the training of new technical support specialists.
• Conduct root cause analysis to identify recurring technical issues.
• Communicate with customers regarding resolution status and follow-up.
• Assist in creating support content to assist customers with common issues.

Requirements

• French and/or any other additional language would be considered a plus.
• All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, disability, or any other protected status, in accordance with local regulations.
• Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process.
• 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.

Skills

• Intermediate Troubleshooting: Enhanced skills for addressing more complex technical problems.
• Product Installation: Ability to guide customers through product installation and setup.
• Detailed Documentation: Improved capability to document support interactions and resolutions.
• Collaboration: Skills to work effectively with other teams and departments.
• Root Cause Analysis: Basic skills in identifying the underlying causes of recurring issues.
• Knowledge Management: Ability to update and maintain internal support documentation.
• Technical Training: Experience in assisting with training for new support specialists.
• Customer Communication: Enhanced ability to keep customers informed on issue resolution.

Location

• Hybrid

Work Type

• Hybrid

Experience Level

• Intermediate

Benefits

• Our well-being benefits provide tools, programs, and resources to help our diverse employees feel healthy, happy, safe, and prosperous.
• Our global Together we thrive well-being program reflects our commitment to supporting colleagues across physical, mental, social, and financial well-being.

About the Company

• Join us at Wolters Kluwer and be part of a dynamic global technology company that makes a difference every day.
• We’re innovators with impact.
• We provide expert software and information solutions that the world’s leading professionals rely on, in the moments that matter most.
• You’ll make a real difference in the lives of millions of people.
• Together with our customers, we help to advance sustainability, health, justice, prosperity, and commerce around the world.
• You can thrive at Wolters Kluwer, where diversity is core to our collective strength and high performance.
• Be your unique self, share your creative ideas, do your best work, and take time to grow in our caring and inclusive culture where you can belong.
• Wolters Kluwer reported 2025 annual revenues of €6.1 billion.
• The group serves customers in over 180 countries, maintains operations in over 40 countries, and employs more than 21,000 people worldwide.
• Our customers work in industries that impact the lives of millions of people every single day.
• Our mission is to empower our professional customers with the AI-powered solutions they need to make critical decisions, achieve successful outcomes, and increase productivity.
• We deliver trusted, AI-powered expert solutions that combine deep domain knowledge, proprietary content, and advanced technology to provide expert-validated insights, automate workflows, and drive better outcomes.
• Today, nearly 70% of our digital revenues come from AI-powered solutions, reflecting our strategic focus on embedding AI into professional workflows and delivering measurable productivity gains.
• We are committed to helping professionals navigate complexity, improve the way they work, and solve critical challenges through cloud-based, AI-powered platforms that integrate seamlessly into their workflows and ecosystems.
• Our solutions are designed to deliver impact when it matters most, especially in high-stakes environments where accuracy and trust are essential.
• With a nearly 190-year legacy, Wolters Kluwer continues to evolve its portfolio of digital solutions and services to meet the changing needs of professionals worldwide, enabling them to work faster, make smarter decisions, and deliver better outcomes.
• For more information about our solutions and organization, visit www.wolterskluwer.com, or follow us on LinkedIn, Instagram and Facebook.
• Wolters Kluwer has a dedicated team of experienced talent acquisition professionals who are ready to hear what makes you tick and share how Wolters Kluwer can help you achieve your goals and ambitions.
• Here Rasi Fawaz shares some tips on what recruiters are looking for on a resume.
• As a global organization, we recognize that solving a wide range of complex problems requires diverse perspectives and innovative thinking.
• We know that bringing our best to our customers, communities, and other key stakeholders requires a highly engaged and talented workforce – one that represents the diversity of those we serve and the communities where we live and work.
• 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.
• At Wolters Kluwer, you’ll feel valued for your contributions, and you’ll know that your health, safety, and well-being are important to us.
• To ensure we continue to drive innovation that enables us to develop products and services to best serve our customers, we cultivate a workplace culture rooted in mutual respect, bringing forward insights from a wide range of backgrounds, perspectives, and experiences.
• We are also committed to complying with laws requiring equal opportunity in hiring, promotion, and other employment decisions.
• 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.

Equal Opportunity

• All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, disability, or any other protected status, in accordance with local regulations.
• 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.