Manager, Technical Customer Service

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.