Junior Technical Support Engineer

Job Description

Join our team as a Specialist in the Customer Service - Technical role. Your main focus will be providing foundational technical support to our customers, ensuring an exceptional service experience. You will be the first point of contact, addressing customer inquiries and offering solutions for basic technical issues. This role is essential in initiating the support process and ensuring customer satisfaction from the outset.

Responsibilities:

• Respond to customer inquiries via telephone, email, or chat.
• Troubleshoot basic technical issues related to our products and services.
• Record and document customer interactions and technical issues.
• Assist in the installation of products following standardized procedures.
• Provide clear and concise instructions to customers for problem resolution.
• Escalate complex issues to higher-level specialists or appropriate departments.
• Maintain up-to-date knowledge of product features and basic troubleshooting techniques.
• Follow up with customers to ensure issues are resolved satisfactorily.
• Participate in training sessions to improve technical support skills.
• Provide feedback to improve support documentation and processes.

Skills:

• Basic understanding or experience with: relational databases (Oracle/MSSQL), Docker/Kubernetes, Linux, Java
• Customer Communication: Ability to communicate effectively with customers to understand their technical issues.
• Basic Troubleshooting: Skills to identify and resolve basic technical problems.
• Documentation: Ability to accurately record and maintain details of customer interactions.
• Product Knowledge: Familiarity with the company's products and basic functions.
• Time Management: Efficient in managing time to handle multiple customer inquiries.
• Basic Technical Tools: Proficiency in using customer support software and tools.
• Problem Escalation: Understanding when and how to escalate issues.
• Customer Follow-Up: Ability to follow up with customers to ensure problem resolution.

Our Offer

• Room for personal development through external, internal training tools and learning and development program #GROW. Be your unique self, share your creative ideas, do your best work, and take time to grow in our caring and inclusive culture where you can belong
• Annual incentive plan based on division financial performance and your seniority
• Referral bonus, meal vouchers, monthly allowance, gift vouchers twice a year
• Corporate Health Insurance
• Mindfulness and Wellbeing programs (Wellbeats, MyQuillibrium, Compsych, Mind & Body webinars)
• Up to 28 days of annual leave based on seniority
• We have a strong Work from Home culture and take into consideration punctual needs and more
• Flexible working schedule. You’ll find the flexibility for balance in your life
• Being part of Wolters Kluwer you will contribute to the development of our own products and software solutions. Together with our customers, we help to advance sustainability, health, justice, prosperity, and commerce around the world