Customer Service Technical Specialist

As a Customer Service Technical Specialist at Wolters Kluwer, you'll be responsible for providing high-level technical support to our customers, solving complex technical problems, and implementing advanced features of the CSC application suites. You'll also document defects for the development team, work closely with internal teams for issue resolution, and troubleshoot application-related issues, ensuring optimal functionality and customer satisfaction.

To be eligible for the Customer Service Technical Specialist role at Wolters Kluwer, it's important to have a Bachelor’s Degree or equivalent experience, along with 5+ years of background in B2B technical customer service or implementation. Familiarity with cloud computing platforms like Azure, Google Cloud, and AWS, as well as database technologies such as Microsoft SQL Server and Oracle will give you a competitive edge.

Wolters Kluwer values candidates with at least 5 years of experience in a B2B technical customer service or implementation role. A deep understanding of cloud computing platforms like Azure, Google Cloud, and AWS, in addition to database technologies such as Microsoft SQL Server and Oracle, is highly regarded in this role.

The work environment for a Customer Service Technical Specialist at Wolters Kluwer is hybrid, blending remote work with in-office days at our Madison, WI location. You’ll be part of a supportive team dedicated to solving customer issues, and you'll have the chance to collaborate with various departments, fostering an inclusive and innovative workplace.

Wolters Kluwer offers an extensive benefits package that begins upon your first day of employment. Employees enjoy comprehensive Medical, Dental, and Vision Plans, as well as 401(k) options, FSA/HSA, commuter benefits, tuition assistance, and paid parental leave, ensuring a healthy work-life balance while advancing their careers.

When answering this question, be sure to reference specific roles and responsibilities you've held in the past, emphasizing your ability to troubleshoot complex issues and assist customers in a technical setting. Highlight how your experience aligns with the requirements for the Customer Service Technical Specialist role at Wolters Kluwer.

In answering this, articulate your methodical approach to troubleshooting. Discuss how you assess the issue, gather relevant information, and collaborate with necessary teams to resolve the problem, ensuring that you prioritize customer satisfaction throughout the process.

Focus on listing out your technical abilities that specifically relate to the role, such as your knowledge of cloud platforms like Azure and AWS and your proficiency in writing SQL queries. Mention any relevant certifications or training that enhance your qualifications for the Customer Service Technical Specialist position.

When responding to this question, share a specific instance where you successfully resolved a challenging technical issue for a customer. Use the STAR method (Situation, Task, Action, Result) to structure your response, emphasizing your problem-solving skills and ability to communicate clearly.

Explain your methods for keeping informed about technology developments, whether through online courses, webinars, industry publications, or networking with colleagues. This shows your commitment to continuous improvement and relevance in the fast-paced tech industry.

Demonstrate your knowledge of Wolters Kluwer’s offerings by discussing specific products or services you find relevant to the role. Show how your understanding aligns with the responsibilities of the Customer Service Technical Specialist position and how you can contribute to enhancing the customer experience.

Share your strategies for managing stress and ensuring that you meet deadlines. Discuss prioritization, time management techniques, and how you maintain communication with your team to ensure that customer issues are resolved promptly, especially in high-pressure situations.

Discuss techniques you've used to establish trust and positive relationships with clients, such as active listening, empathy, and timely follow-ups. Explain how building rapport has helped you better understand customer needs and improve service delivery.

Be sure to connect your personal values and professional goals with Wolters Kluwer's mission and culture. Highlight their commitment to diversity and inclusion, and how you appreciate their recognition as a leader in these areas, which resonates with your own career aspirations in a supportive environment.

Summarize your skills, experiences, and passion for both technology and customer service. Explain how your background aligns with the demands of the Customer Service Technical Specialist role at Wolters Kluwer, underscoring your readiness to make a positive impact from day one.