OVERVIEW

As a Customer Service Technical Specialist, you will provide post-live technical support services to customers including troubleshooting, problem resolution and maintenance of products and services. You will partner with appropriate departments in coordination and implementation of multiple activities. You will use technical and problem-solving skills to adapt policies and programs and develop models to support small projects for the team. You will report to the Manager, Technical Customer Service.

RESPONSIBILITIES

Provide a high level of technical support and assistance for Wolters Kluwer customers and consultants using in-depth knowledge of technical customer serviceSolve complex technical problems; exercise judgment based on the analysis of multiple sources of informationTest and identify defects by documenting in the tracking system for the attention of the development teamCommunicate with internal escalation, development and teams for issue resolution, explain difficult or sensitive information.Implement and support various advanced features and integrations of the CSC application suites to ensure high availability of data and back end processesWrite SQL queries to help troubleshoot of application and data requestsTroubleshoot application and interface related issues and modify site configurations based on best practices

QUALIFICATIONS

Education: bachelor’s degree or equivalent experience

Experience: 

3+ years’ experience in a B2B technical customer service or implementation roleDemonstrated knowledge of SQL and other database technologies such as Oracle, requiredCurious, self-starter mentality - ability to research and problem-solve independently

Preferred Experience:

Experience working in a production support environment or customer supportExperience working with healthcare software or healthcare industry regulations and standardsExperience with cloud computing platforms

Travel

None

#LI-Hybrid

The above statements are intended to describe the general nature and level of work being performed by most people assigned to this job.  They are not intended to be an exhaustive list of all duties and responsibilities and requirements.