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. Wolters Kluwer reported 2023 annual revenues of €5.6 billion. The group serves customers in over 180 countries, maintains operations in over 40 countries, and employs approximately 21,400 people worldwide. Our customers work in industries which impact the lives of millions of people every single day. Our mission is to empower our professional customers with the information, software solutions, and services they need to make critical decisions, achieve successful outcomes, and save time.Our expert solutions combine deep domain knowledge with technology to deliver both content and workflow automation to drive improved outcomes and productivity for our customers.We are committed to helping professionals improve the way they do business and solve complex problems with our range of digital solutions and services, which we continuously evolve to meet their changing needs. Our 188-year legacy and portfolio represent thousands of customers worldwide.For more information about our solutions and organization, visit , follow us on , , and .At Wolters Kluwer, you'll feel valued for your contributions, and you'll know that your health, safety, and well-being are important to us. Our well-being benefits provide tools, programs, and resources to help our diverse employees feel healthy, happy, safe, and prosperous.In 2024 we were awarded Ragan's Top Places to Work for Employee Wellbeing : Large Organization, in recognition of our commitment to maintaining and enhancing the well-being of our colleagues through our 'Together we thrive' well-being program.

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