• Manager, Technical Customer Service

    Wolters Kluwer (Kennesaw, GA)


    As a Manager, Technical Customer Service, you will lead a team of entry-level professionals, overseeing their day-to-day activities and providing guidance and support. Your primary focus will be on ensuring that your team delivers exceptional post-sale technical support services, including installation, troubleshooting, problem resolution, and maintenance of company products and services. You will play a pivotal role in helping your team develop their skills and grow in their roles while ensuring customer satisfaction and high service standards.

    Responsibilities:

    • Supervise the daily activities of entry-level Preparer technical support staff.

    • Provide guidance and training to team members to enhance their technical skills.

    • Oversee the installation and setup of company products and services for customers.

    • Troubleshoot and resolve technical issues reported by customers.

    • Ensure timely and accurate resolution of customer problems.

    • Monitor team performance and provide regular feedback and coaching.

    • Collaborate with other departments to address complex technical issues.

    • Maintain up-to-date knowledge of company products and services.

    • Develop and implement best practices for technical support processes.

    • Ensure compliance with company policies and quality standards.

    Skills:

    • Preparer Technical Troubleshooting: Ability to diagnose and resolve technical issues.

    • Customer Service: Strong focus on delivering exceptional customer support.

    • Team Leadership: Skills in guiding and mentoring a team.

    • Communication: Effective verbal and written communication abilities.

    • Time Management: Ability to prioritize tasks and manage time efficiently.

    • Product Knowledge: In-depth understanding of company products and services.

    • Problem Solving: Capability to identify solutions to technical challenges.

    • Collaboration: Working effectively with other departments and teams.

     

    _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.