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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

Proficiency in German, both written and spoken.
Knowledge of any additional language would be considered a plus.
Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process.

Skills

Intermediate Troubleshooting
Product Installation
Detailed Documentation
Collaboration
Root Cause Analysis
Knowledge Management
Technical Training
Customer Communication

Location

Hybrid

Work Type

Hybrid

Experience Level

Intermediate-level

About the Company

Wolters Kluwer is a dynamic global technology company that makes a difference every day.
We are innovators with impact.
We provide expert software and information solutions that the world’s leading professionals rely on, in the moments that matter most.

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.