Customer Service Technical Specialist (English/Spanish)
Core
Provide technical and customer service support for Wolters Kluwer Medical Research applications, facilitating implementation, maintenance, and education for medical and academic researchers.
Role type
Senior IC customer service technical specialist
Builds
Online solutions for medical and academic researchers
Domain
Medical research + SaaS support
Required skills
Spanish (fluent), English (fluent), software problem diagnosis, CRM systems, knowledgebase content creation, custom product solutions, software release testing, cross-functional collaboration
Preferred skills
Library Sciences degree, medical software technology knowledge, STM Publishing experience, authentication/firewall familiarity, Internet protocols (OpenURL, HTTP, HTML, XML, JSON)
Responsibilities
Respond to technical and service inquiries within SLAs, liaise with global support teams to track bugs and enhancement requests, log communications in CRM, support self-service initiatives, develop custom product solutions, test upcoming software releases, mentor new team members
Seniority
Mid-level, hands-on IC