Customer Service Technical Specialist

Wolters Kluwer • Saint Cloud, MN

1d • $57,400 - $98,350

About The Position

The Customer Service Technical Specialist supports customers with a range of technical issues, taking on more complex troubleshooting and contributing to project-based improvements. The role helps refine support processes and enhance customer satisfaction by providing technical guidance, maintaining documentation, training new employees, and collaborating with team members to resolve escalated issues. The position also involves following up with customers, analyzing recurring issues, and staying current on product features.

Requirements

• Ability to diagnose and resolve a broader range of technical issues.
• Ability to support technology projects aimed at improving service.
• Ability to guide and train new team members.
• Ability to update support documentation.
• Ability to provide clear instructions to customers.
• Ability to work collaboratively with peers to resolve issues.
• Ability to ensure thorough resolution and customer satisfaction through follow-up.
• Ability to identify patterns in technical issues.

Responsibilities

• Perform advanced troubleshooting for a wider range of technical issues.
• Assist in implementing 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.

Benefits

• Medical, dental, and vision plans
• 401(k)
• Flexible spending account (FSA) and health savings account (HSA)
• Commuter benefits
• Tuition assistance
• Vacation and sick time
• Paid parental leave

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed