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Customer Service Technical Specialist

Company: Wolters Kluwer United States, Inc
Location: Detroit
Posted on: November 22, 2021

Job Description:

Customer Service Technical Specialist - Remote Work from Home R0020265Job Description Summary:This role will require a working knowledge of technical customer service concepts and principles applies general knowledge of business and industry practices. Understands key business drivers and builds knowledge of the company, processes, and customers. Under a moderate level of guidance, responsible for solving moderately complex problems following established policies and procedures. Collaborates with others to provide post-sale technical support services to customers, including installation, troubleshooting, problem resolution and maintenance of products and services. May provide remote technical and application support to customers, by phone and/or remote system access. Understands related issues presented by clients and can correlate issues quickly to products. Resolves unique or complex inquiries by researching technical publications, product guides and by working independently on common inquiries. May assists in testing products prior to product releases. Plans own work and adjusts efforts to meet goals. Supports the achievement of goals through own personal efforts.Job Qualifications (Minimum):

  • Education: Bachelor's Degree or equivalent relevant experience
  • Experience: 2+ years' experience in a B2B technical customer service or implementation role
  • Working knowledge or experience with cloud computing platforms such as Azure, Google Cloud, and AWS
  • Working knowledge of database technologies such as Microsoft SQL Server or Oracle
  • Candidate must be okay with "On Call" shifts. Team is flexible with accommodating shift preferences.
  • This role is 100% remote and must be legally authorized to work in the USAEssential Duties and responsibilities:
    • Resolve moderately complex technical and product related issues reported by users via e-mail, telephone and remote access, under guidance of established policies and procedures
    • Test and identify defects by documenting in the tracking system for the attention of the development team, may provide informal guidance to new team members
    • Liaise with internal escalation, development and functional teams for issue resolution, explain complex information to others
    • Understand key business drivers and build knowledge of the company, processes, and customers
    • The above statements are intended to describe the general nature and level of work performed by employees assigned to this job. They are not intended to be an exhaustive list of all duties, responsibilities, and qualifications as these may vary depending on location and line of business. The specific requirements may differ due to local or regional differences.Additional Information:Wolters Kluwer offers a wide variety of competitive benefits and programs to help meet your needs and balance your work and personal life, including but not limited to: 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 - Customer Service Technical Specialist - Remote Work from Home R0020265#LI-RemoteCategoryComputer User Support SpecialistsEducationBachelor's DegreeExperience2 to 20+ yearsJob typeFull time

Keywords: Wolters Kluwer United States, Inc, Detroit , Customer Service Technical Specialist, IT / Software / Systems , Detroit, Michigan

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