Senior Customer Service Technical Specialist

About the Role:
As a Senior Specialist in Customer Service Technical, you will be deeply involved in providing advanced technical support and contributing to team objectives. Your role will include leading more complex troubleshooting tasks and playing an essential part in achieving team goals and improving support processes.

Responsibilities:
• Lead advanced troubleshooting and problem resolution efforts.
• Mentor junior specialists and provide guidance on complex issues.
• Contribute to team-driven technology goals and initiatives.
• Implement and refine technical support processes and methodologies.
• Maintain thorough and accurate support logs and documentation.
• Participate in strategic planning sessions to enhance support systems.
• Conduct root cause analysis on recurring technical issues.
• Facilitate training sessions for team members on advanced technical topics.
• Manage customer support cases to ensure timely and effective resolution.
• Collaborate with product development teams to relay customer feedback.

Skills:
• Advanced Diagnostic Skills: Resolving more complex technical issues.
• Mentorship: Providing guidance to junior team members.
• Process Improvement: Implementing and refining support processes.
• Strategic Planning: Participating in strategic initiatives.
• Root Cause Analysis: Identifying underlying issues and causes.
• Training Facilitation: Leading training sessions on advanced topics.
• Case Management: Managing customer support cases efficiently.
• Feedback Communication: Relaying customer feedback to product teams.

Level criteria T3 (for internal use only):
• Requires in-depth conceptual and practical knowledge in primary technical job family and knowledge of related technical job families; has worked with a range of technologies
• Has knowledge of best practices and aware of the competition and market differentiators
• Solves complex technical problems; exercises judgment based on the analysis of multiple sources of information
• Works independently, receives minimal guidance; may lead projects or may have accountability for on-going activities
• Impacts a range project activities within own team and other related teams; acts as a resource for colleagues
• Explains difficult or sensitive information; works to build consensus
• Level at which career may stabilize for many years

Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process.