Customer Service Technical Specialist
3 days ago
About the Role
Requires working technical knowledge and expanded conceptual knowledge of customer service with a focus on technology practices and systems. Works under a moderate level of guidance and direction. Performs a range of technical assignments and solves moderately complex problems under guidance of established policies and procedures. Participates in technology related activities of post-sale technical support services to customers, including installation, troubleshooting, problem resolution and maintenance of products and services. Contributes to moderately complex aspects of projects. Assists in the development, maintenance, and support of various systems and tools. Supports the achievement of goals through own personal efforts.
Key Responsibilities- Provide excellent client service in an efficient and cost-effective manner, ensuring calls are answered within Service Level- Carry out advanced troubleshooting to provide a viable solution or workaround.- Identify opportunities for the sales team and pass these on in a timely manner- To show initiative in providing effective customer service, resolving queries and utilizing systems, and identifying and sharing continuous improvement suggestions- Ensure each client contact is recorded with a ticket generated and assigned to the appropriate department for investigation/resolution- Manage assigned tickets in a proactive manner, and contacting customers with updates on a regular basis- Be willing and open to continued learning and upskilling to ensure ongoing knowledge and capability
About You- Minimum 2 years experience working in a technical customer service position and ability to quickly pick up new processes and systems.- Passionate about resolving technical queries and providing great customer service- Good time management skills, ability to manage multiple tasks and deadlines, effectively managing workflow and responsibilities- Excellent verbal and written communicator - clear, confident, concise and accurate.- Customer focused - understand, problem solve and respond to client needs.- A team player, always ensuring they will play their part within the wider support team.- Accounting background will be advantageous
Our Values
Wolters Kluwer continuously strives for an inclusive company culture in which we attract, develop, and retain high-performing, productive, engaged, and diverse talent to deliver on our strategy. As a global company, having a diverse workforce from different backgrounds, nationalities, races, genders, gender identities, ages, sexual orientations, physical disabilities, religions, expertise and talents is of the utmost importance.
We are a company that lives and breathes its values: Focus on Customer Success, Make it Better, Aim High & Deliver and Win as a Team. We believe in promoting and developing our people, and provide a suite of benefits to make your life easier both at work and play.
Culture and Benefits
We care for our people and a part of that we offer:
- Flexible Working Arrangement - promoting work life balance- Learning and Development opportunities- Access to health and wellness programs- Insurance Options- Parental leave benefits that exceed legislative requirements- The opportunity to work within a global organization with experienced leaders
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