Customer Service Technical Specialist CP & ESG TeamMate

About Wolters Kluwer

Wolters Kluwer is a global technology company providing expert software and information solutions. The organization focuses on delivering solutions that professionals rely on for critical operations. This full-time position is based in Riyadh, Saudi Arabia.

Role Overview

Wolters Kluwer is seeking a Customer Service Technical Specialist for the CP & ESG TeamMate team. This role involves resolving a range of technical issues for customers, assisting with troubleshooting, maintenance, and the resolution of technical support cases. The specialist will contribute to improving customer satisfaction and operational efficiency by addressing complex issues with increased independence.

Key Responsibilities

• Handle escalated technical support inquiries.
• Perform intermediate-level troubleshooting and problem resolution.
• Guide customers through product installation and setup.
• Document customer cases with detailed notes on troubleshooting steps.
• Collaborate with other departments to resolve intersecting issues.
• Update and maintain internal knowledge bases and support documentation.
• Participate in the training of new technical support specialists.
• Conduct root cause analysis to identify recurring technical issues.
• Communicate with customers regarding resolution status and follow-up.
• Assist in creating support content to help customers with common issues.

Qualifications and Experience

• 0-1 years of experience in a relevant field.
• Demonstrated ability to troubleshoot and resolve technical issues.
• Strong communication skills for guiding customers and collaborating with teams.

Application Process

Candidates may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process. To maintain a fair hiring process, all candidates are requested to participate in interviews without the assistance of AI tools or external prompts. The interview process assesses individual skills, experiences, and communication style. Use of AI-generated responses or third-party support during interviews will result in disqualification.