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Customer Service Specialist - Product Support Specialist job in Santa Fe at Wolters Kluwer

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Customer Service Specialist - Product Support Specialist at Wolters Kluwer

Customer Service Specialist - Product Support Specialist

Wolters Kluwer Santa Fe, NM (On Site) Full-Time

The Customer Support Specialist provides technical and customer service support for Wolters Kluwer Medical Learning applications. We facilitate implementation, maintenance, education, and documentation for different online solutions. Our customer base spans medical and academic faculty and students who interact with the team via email and web-based queries. We support cutting edge products that provide expert solutions for medical faculty and students. The Wolters Kluwer s Academic Operations team is part of a recognized support organization that is best in class that continues to raise the bar to maintain premier customer support.

The Customer Support Specialist will take ownership of projects, questions and issues and manage them through resolution and customer interaction. Daily activities require product knowledge, tasks management and completion, communication with other departments and customers, and diagnosing of solutions.

Full training on all products and all tools necessary to address customer support and implementation will be provided.

This position is critical to the satisfaction and success of our customers and serves as the primary contact for ongoing implementation, problems or questions about all products and services. The successful applicant will be expected to adhere to Wolters Kluwers Values in all daily activities.

  • Customer Focus

  • Accountability

  • Innovation

  • Teamwork

  • Integrity

Primary Responsibilities:

Ongoing Product Support and Customer Interactions:

  • Work directly with Deans and Faculty at universities to implement and manage all contractual deliverables.

  • Meet with the school on a weekly basis to discuss current and upcoming courses and assessments.

  • Develop and oversee the course alignment and assessment strategy based on the schools requirements and curriculum. Work closely with Content Team to deliver and maintain courses.

  • Gather, maintain and build all courses and exams for customers. Work directly with Manager and school contact to appropriately assign exams to students on a regular basis. Send reminders and engagement messages to students.

Product Knowledge

  • Fully understand how the products works

  • Foster a close relationship with the technology team ensuring enhancement requests, bugs, and other product issues are communicated across the team and tracked appropriately

  • Work directly with the product team by communicating synthesized learnings from our partners.

  • Support self-service initiatives by contributing content for customer-facing and internal Knowledgebases

  • Lead on-boarding activities for new customer accounts and training

  • Collaborate closely with the sales team to support new business and customer retention efforts

  • Education: Degree level or equivalent

  • Experience: 1+ Years of working experience. Medical Education knowledge and experience preferred but not required.

Compensation:

Target salary range CA, CT, CO, NY, WA:: $59,900-$82,750

Additional Information :

Wolters Kluwer offers a wide variety of competitive benefits and programs to help meet your needs and balance your work and personal life, including but not limited to: Medical, Dental, & Vision Plans, 401(k), FSA/HSA, Commuter Benefits, Tuition Assistance Plan, Vacation and Sick Time, and Paid Parental Leave. Full details of our benefits are available upon request.

EQUAL EMPLOYMENT OPPORTUNITY Wolters Kluwer U. S. Corporation and all of its subsidiaries, divisions and customer/business units is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.

Recommended Skills

  • Assessments
  • Communication
  • Customer Service
  • Innovation
  • Maintenance
  • Medical Education
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