Technical Customer Service Specialist

Wolters Kluwer is a global leader in professional information services that combines deep domain knowledge with specialized technology. Our portfolio offers software tools coupled with content and services that customers need to make decisions with confidence. Every day, our customers make critical decisions to help save lives, improve the way we do business, build better judicial and regulatory systems. We help them get it right.
Who We Are: Wolters Kluwer: The world is a big place, find your place here.
What We Offer:
The Technical Customer Service Specialist role offers growth potential opportunities, professional development, an engaging team environment, the ability to work a hybrid schedule, and amazing benefits.
What You'll be Doing:
You will be applying your working knowledge of Technical Customer Service support, to assist our clients with their software solutions. We'll teach you about our company key business drivers, our product, processes, and our customer base. Using your training, you'll assist our customers with their post-sale technical support via phone, online chat, or email, running SQL queries. You'll have the opportunity to resolve unique and complex inquires and to work with other departments.
Our Location: 4221 West Boy Scout Blvd, Suite 500, Tampa, FL 33607
Hours: 8:30 a.m. - 5.30 p.m. or 10:00 a.m. - 7:00 p.m. as required by team schedules, Monday - Friday (Shift includes an hour-long lunch break and two 15-minute breaks). As of right now, Wednesday is our in-office day.
Key Tasks:

• Answering/resolving cases raised over the phone or via a web portal
• Remotely connecting to the customer's environment
• Meeting SLA requirements
• Meeting & maintaining customer support KPI targets
• Testing, identifying & documenting defects for the development team
• Contributing to the knowledgebase with up-to-date solutions
• Building strong working relationships with fellow analysts, knowledge specialists, and technical personnel, to identify workarounds, solutions, and opportunities
• Becoming a subject matter expert (SME) for various technical and product related functionalities
• Adhering to and improving on current support processes
• Learning, supporting, and investigating the functionality of the software at all levels

You're a Great Fit if You:

• Have experience running SQL queries
• Experience in authentication methods and security
• Have worked with Procmon, Wireshark, Fiddlercap, SQL profiler and regedit
• Are fluent in either Spanish or French, it's a plus, not a requirement
• Able to ensure completion of tasks, taking full ownership of tickets, maintaining consistent communication with all affected parties
• Ability to setup and configure web applications on servers (e.g., SQL server, .NET application, IIS)
• A solid understanding of SAAS solutions (Cloud)
• Knowledge of Microsoft Office Suite applications including Word, Excel and Outlook, along with excellent data entry skills
• Excellent written and verbal communication skills in both technical and non-technical language
• Strong multitasking skills and are able to problem solve
• Excellent analytical, organizational, and time management skills
• Thrive in a fast-paced, high-energy environment
• Ability to reproduce errors and troubleshoot issues using error logs, SQL queries, reviewing previous tickets, knowledge base articles, debug tools, etc.
• Are able to work in the Tampa office 1-3 days a week

Benefits:A comprehensive benefits package that begins your first day of employment.
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
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 duties and responsibilities and requirements.