Digital support technician for labor software

Wolters Kluwer is a market leader in Management Services and Software for Professional Offices and Companies in the labor and tax accounting area. We help professionals and companies of all sizes increase their productivity by achieving better results through optimized workflows, technology, and extensive industry experience. We are looking for a Digital Support Technician for labor software to provide exceptional digital support to clients, resolving doubts and queries about a3asesor|nom and a3innuva Nómina software through digital channels like chat and case creation. The role also involves registering, analyzing, and sharing suggestions and incidents to contribute to continuous product improvement.

Must Have

• Offer digital support for labor management software, facilitating access to help resources and self-consumption content.
• Register and analyze received queries and suggestions for continuous product and service improvement.
• Contribute to the maintenance and updating of the a3responde knowledge tool, incorporating new queries.
• Create useful content from frequent queries using AI tools like Copilot to generate articles.
• Ensure personalized and quality service.
• Solid knowledge in labor legislation and payroll management processes.
• Minimum 1 year experience in customer service, especially in digital or multichannel environments.
• At least 1 year experience in payroll management, ideally with a3asesor|nom and/or a3innuva Nómina software.
• Customer orientation, with the ability to offer a close, resolute and quality service.
• Teamwork, actively collaborating with colleagues, specialists and project managers.

Good to Have

• Knowledge of English, especially for collaborating with international teams and accessing technical documentation.

Perks & Benefits

• Cutting-edge technology for daily work
• Hybrid modality (3 days from home)
• Continuous training
• Possibility of internal growth (multinational company, international opportunities)
• Collaborative and inclusive environment
• Real impact on customer experience and product evolution
• Training on a3nom and a3innuva Nómina software

Wolters Kluwer is a market leader in Management Services and Software for Professional Offices and Companies in the labor and tax accounting area.

We help professionals and companies of all sizes increase their productivity, achieving better results thanks to our optimized workflows through technology and guided by our extensive experience in the sector.

We are currently looking to incorporate a Digital Support Technician for labor software into our team.

Our main mission is to offer an exceptional digital support experience to our clients, precisely resolving their doubts and queries about the software a3asesor|nom and a3innuva Nómina. Our team offers personalized attention exclusively through digital channels, such as the chat integrated into the platform for real-time queries and with the digital creation of cases for more detailed management. These channels guarantee agile, efficient, and user-centric assistance.

In addition, we register, analyze, and share the suggestions and incidents received, actively contributing to the continuous improvement of our products.

Main functions

• Offer digital support on the use of labor management software, facilitating access to help resources and self-consumption content through a multichannel platform (a3responde). Personalized attention is reserved for complex cases that require direct intervention.
• Register and analyze received queries and suggestions, providing useful information for the continuous improvement of products and services.
• Contribute to the maintenance and updating of our knowledge tool a3responde, incorporating new queries and alerting about emerging needs. Create useful content from the most frequent queries, using artificial intelligence tools such as Copilot to generate articles that help our clients resolve doubts autonomously.
• Guarantee personalized and quality service.

What do we offer?

• Cutting-edge technology for your day-to-day: You will work with an advanced digital platform that integrates multiple customer service channels and tools such as our virtual assistant and content management systems, which will allow you to offer an agile, modern, and effective service.
• Hybrid modality: We value the balance between personal and professional life. For this reason, we offer the possibility of working 3 days from home, which gives you flexibility and comfort without losing contact with the team.
• Continuous training: You will always be up to date on labor matters thanks to our training resources, access to sector experts, and constant updates. We are committed to your professional development.
• Possibility of internal growth: At Wolters Kluwer, we promote career development within the company. We are a multinational company committed to the professional development of our teams. We offer growth opportunities both internationally and within the organization, fostering collaboration between departments and continuous learning. Being part of our team means working in a dynamic, digital, and connected environment, where each person can add value and evolve professionally.
• Collaborative and inclusive environment: You will be part of a diverse, committed team eager to make a difference. At Wolters Kluwer, your voice counts.
• Real impact: Your work will directly contribute to improving the experience of our clients and promoting the evolution of our products and services.
• Training: on our labor management software a3nom and a3innuva Nómina

Profile: Training, experience and knowledge

• Higher vocational training, diploma or university degree, preferably in areas related to labor management, human resources or labor administration.
• Solid knowledge in labor legislation and payroll management processes.
• Minimum 1 year experience in customer service, especially in digital or multichannel environments.
• Experience of at least 1 year in payroll management, ideally with handling a3asesor|nom and/or a3innuva Nómina software.
• Customer orientation, with the ability to offer a close, resolute and quality service.
• Teamwork, actively collaborating with colleagues, specialists and project managers to achieve common objectives.
• Knowledge of English will be positively valued, especially for collaborating with international teams and accessing technical documentation.