AMVETS Jobs

Senior Customer Service Technical Specialist – Hybrid R0047992 | FCC | eOriginal, Inc. | Wolters Kluwer

Job Description  

In the Senior Customer Service Technical Specialist role, you'll take on more complex technical support tasks, playing a significant role in problem resolution and process improvement. You will proactively address customer needs with a higher level of independence, ensuring that challenging technical issues are resolved effectively. Your expertise will be crucial in maintaining high levels of customer satisfaction and operational efficiency.

Hybrid : Eight days a month we come together in the closest office within 50 miles to experience the value of connecting with colleagues. You will report to the Director, Customer Service and work under the leadership of the VP, Client Services FCC WK Lien Solutions . This role is a part of FCC | eOriginal, Inc . | Please view site office directory for potential office preferences. https://bit.ly/Find_A_WK_Office

ABOUT US : https://www.wolterskluwer.com/en/solutions/cch-tagetik

Required Job Qualifications (3yr +minimum):  

• Advanced Troubleshooting : Skilled in addressing and resolving complex technical problems.

• Customer Mentorship : Ability to guide and mentor less experienced support staff.

• Process Improvement : Identifying and implementing improvements to support processes.

• Technical Analysis : Analyzing feedback to identify trends and make recommendations.

• Technical Coordination : Coordinating with engineering teams for problem resolution.

• Project Collaboration : Ability to work on cross-functional projects.

• Advanced Documentation : Creation of comprehensive and detailed technical documents.

• Product Insight : Providing valuable input for product development and user experience.

• Travel : Per Business Demand

*Essential Duties and Responsibilities *  

• Resolve advanced technical issues independently or with minimal supervision.

• Provide in-depth technical support and problem resolution to customers.

• Lead the troubleshooting, repair, and maintenance of products.

• Mentor and support junior technical support specialists.

• Analyze customer feedback to identify trends and recommend improvements.

• Develop and improve internal support processes and tools.

• Coordinate with engineering teams to resolve product-related issues.

• Provide input on product functionality and user experience improvements.

• Create detailed technical documentation for complex issues.

• Collaborate on special projects aimed at improving support services.

Additional Information:  

Wolters Kluwer offers great benefits and programs to help meet your needs and balance your work and personal life, including: Medical, Dental, & Vision Plans, 401(k), FSA/HSA, Commuter Benefits, Tuition Assistance Plan, Vacation and Sick Time, and Paid Parental Leave. Full details of our benefits are available - https://www.mywolterskluwerbenefits.com/index.html  

Please view site office directory for potential office preferences. https://www.wolterskluwer.com/en/contact-us?compositeLink=%7B8B6D9790-777E-4EA6-8A2D-49AA4867660B%7D

Wolters Kluwer (EURONEXT: WKL) is a global leader in professional information, software solutions, and services for the healthcare, tax and accounting, financial and corporate compliance, legal and regulatory, and corporate performance and ESG sectors. We help our customers make important decisions every day by providing expert solutions that combine deep domain knowledge with specialized technology and services.  Wolters Kluwer reported 2022 annual revenues of €5.5 billion. The group serves customers in over 180 countries, maintains operations in over 40 countries, and employs approximately 20,000 people worldwide. We are headquartered in Alphen aan den Rijn, the Netherlands.  

• Ranked by Forbes Magazine as among America’s Best Large Employers for 2022 - #84.  

• Wolters Kluwer secures 2nd place in Newsweek's Most Trustworthy Companies List 2023   

• CEO Nancy McKinstry ranked 16th by Harvard Business Review of the best performing CEOs in the World.   

• WK #1 for gender equality in the workplace in the Netherlands & #47 worldwide for 2023 .  

    

Diversity Matters  

Wolters Kluwer strives for an inclusive company culture in which we attract, develop, and retain diverse talent to achieve our strategy. As a global company, having a diverse workforce is of the utmost importance. We've been recognized by employees as a European Diversity Leader in the Financial Times, as one of Forbes America’s Best Employers for Diversity in 2022, 2021 and 2020 and as one of Forbes America’s Best Employers for Women in 2021, 2020, 2019 and 2018. In 2020, we placed third in the Female Board Index, and were recognized by the European Women on Boards Gender Diversity Index. Wolters Kluwer and all of our subsidiaries, divisions and customer/departments is an Equal Opportunity / Affirmative Action employer.  

The above statements are intended to describe the general nature and level of work being performed by most people assigned to this job.  They’re not intended to be an exhaustive list of all responsibilities and requirements. The job description provided is subject to revision and modification at any time. 

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EQUAL EMPLOYMENT OPPORTUNITY Wolters Kluwer U. S. Corporation and all of its subsidiaries, divisions and customer/business units is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.