Customer Service Technical Specialist

As a Customer Service Technical Specialist (2nd line), you will primarily guide customers in using our legal software, Kleos, which automates case management, contact management, agenda, email, time tracking, and invoicing. You will analyze questions and incidents, linking customer needs to technological possibilities, and independently seek solutions. You will also ensure smooth collaboration between first and second-line helpdesks, monitor ticket registration, create knowledge articles, and follow up on customer satisfaction surveys.

Must Have

• Detailed analysis of questions and incidents
• Linking customer needs with technological possibilities
• Independently trying out solutions and workarounds
• Determining priority of questions/incidents and escalating when necessary
• Clear communication with customers and colleagues
• Registering data in the follow-up tool
• Advising customers on software packages and options
• Ensuring smooth collaboration between first and second-line helpdesks
• Monitoring closed tickets and providing feedback
• Creating new knowledge articles for support and customers
• Following up on customer satisfaction surveys
• Bachelor's thinking level
• Knowledge of invoicing-accounting or ability to acquire it
• Interest in/affinity with ICT
• Perfect Dutch, professional French and English
• Proficiency in software applications and online navigation
• Troubleshooting and analytical skills
• Strong drive to find causes/solutions
• Good knowledge of MS Office (Word, Excel, Outlook)
• Customer-oriented, active listening, professional communication
• Autonomous work with a hands-on mentality

Perks & Benefits

• Market-conform salary
• Meal vouchers
• Eco vouchers
• 12 ADV days (additional leave days)
• Hospitalization insurance
• Group insurance
• Benefits for work
• Permanent investment in employee growth and competencies
• Flexible remote work policy (alternating home and Mechelen office)

Customer Service Technical Specialist (2nd line)

Your department

The 'Legal Software' department of Wolters Kluwer guarantees an innovative and dynamic working environment. We develop and distribute software specifically for the legal sector and help our clients fully digitize their activities.

Our software program Kleos automates the management of files and contacts, as well as the agenda, email traffic, up to and including the registration of hours worked and costs, as well as invoicing services. Via APIs, information, including, for example, accounting, is exchanged with our program. In addition, we focus on document management and knowledge management, and we use the latest technologies (AI, Big Data) to provide clients with better insights when making crucial decisions.

In short, with our software, a law firm or a legal department can fully manage its office and administration.

Your role

As a Customer Service Technical Specialist, you are primarily responsible for guiding customers in the use of our software. Some examples:

• The customer wants to build a certain workflow in our program and encounters an error message.
• The customer wants to automate their correspondence.
• Invoices must be synchronized with an external accounting package.
• The customer experiences a technical blockage during an update to a new version.
• The customer requests additional services and asks for advice on additional options.

Your tasks and responsibilities

• You ensure a detailed analysis of questions and incidents. With a view to a solution, you will first observe broadly to clearly outline the core of a question or problem.
• You easily link the needs of our customers with technological possibilities.
• You independently try out all kinds of avenues, based on available information sources and the help of colleagues. By autonomously searching for workarounds, you continuously expand your own knowledge.
• You partly determine the priority questions/incidents yourself and make the right choice in handling or escalating problems, always with a view to quality service.
• Clear communication, both to customers and colleagues, is crucial.
• You always maintain a good overview of ongoing requests by consistently registering the correct data in our own follow-up tool.
• You advise customers on questions about our packages and options and refer them to the correct web pages for consulting information and for possibly ordering additional options and services.

In addition, you are responsible for smooth cooperation between the first-line helpdesk and the second-line helpdesk. You ensure a correct flow of tickets from L1 and try to analyze the needs of the L1 team, such as the need for additional training on certain functionalities. You monitor closed tickets for correct registration, including the domain, root cause, and solutions, and provide feedback where necessary to adjust. Based on the analysis of closed tickets, you also create new knowledge articles for both the support team and the customers.

You also play an active role in following up on satisfaction surveys. You contact customers based on their comments and scores and try to find additional solutions and/or escalate matters to the appropriate departments (product management, marketing, etc.).

Your profile

Education/experience

• You have a Bachelor's thinking level.
• You have knowledge of invoicing-accounting or are capable of acquiring the necessary knowledge in this area.
• You have an interest in / affinity with ICT and are willing to learn further in this domain.

Knowledge and skills

• Your language skills: Perfectly Dutch-speaking and can also express yourself professionally in French and English.
• You quickly find your way in software applications; you are adept at 'online' navigating between many screens.
• You are a troubleshooter and analytically minded.
• You have a 'natural urge' to find 'the cause' or 'the solution'.
• You are, as it were, a digital detective and get a boost from the feeling of having almost found the cause and/or solution.
• You have good knowledge of MS Office (Word, Excel, Outlook).
• You are customer-oriented, even in difficult circumstances, and will therefore often actively listen and communicate clearly and professionally.
• You can work autonomously and have a large dose of hands-on mentality.

Our offer

You will join a dynamic team with ambition! In addition to a market-conform salary with numerous extra-legal benefits (including meal vouchers, eco vouchers, 12 ADV days, hospitalization and group insurance, benefits for work, ..), Wolters Kluwer continuously invests in the growth and competencies of its employees and wants to give them every opportunity to develop. Discover more assets of Wolters Kluwer at www.wolterskluwer.be.

Flexible remote work policy. You can alternate between working from home and at our offices in Mechelen.

Apply

Do you recognize yourself in this description? Then apply via www.wolterskluwer.be!

Contact

Rasi Fawaz - Senior Corporate Recruiter

Email: Rasi.fawaz@wolterskluwer.com

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