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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. (https://youtu.be/OZ2kSzAaXK4?si=sDgZ7DZUbMnBddMq)

What We Offer: 

The **Senior Customer Service Technical Specialist** role offers growth potential opportunities, professional development, an engaging small team environment, a _hybrid work opportunity in our Tampa office (2-days a week)_ , weekends off, and amazing benefits.

What You'll be Doing:

As the **Senior Customer Service Technical Specialist** , 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.

Key Tasks: 

+ 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.

You're a Great Fit if You** **Have/Can:

+ Advanced Diagnostic Skills: Resolving more complex technical issues.

+ 3-4 years of tier 2 or tier 3 experience.

+ 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.

We are an incredibly supportive team that truly enjoys what we do and who we do it with. We play a key role within WK and assist in driving the daily success. If you have a passion for making a true difference within an organization, while working alongside a genuinely caring and supportive team, we highly encourage you to apply. #Bethedifference

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 at 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.

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

EQUAL EMPLOYMENT OPPORTUNITY Wolters Kluwer U. S. Corporation and all of its subsidiaries, divisions and customer/business units is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.