Please submit your CV in English LOCATION: Hybrid – 8 days a month in the office in Mexico City - Montecito RESPONSIBLITIES The Customer Service Technical Specialist provides technical and customer service support for Wolters Kluwer Medical Research applications.
Through analysis and problem solving we facilitate implementation, maintenance, education, and documentation for online solutions.
Our customer base spans medical and academic researchers who interact with the team via phone, email, and web-based queries.
You will take ownership of issues and manage them through resolution.
Daily activities require liaising with other departments and diagnosing problems submitted directly by customers or escalated via our integral support group and other parts of the organization.
All activity is recorded in CRM systems for tracking purposes.
Respond to technical and service inquiries within department SLAs Foster a close relationship with the global Customer Support team, ensuring enhancement requests, bugs,



and other product issues are communicated across the team and tracked appropriately Utilize CRM systems to log and track all communications related to customer inquiries Support self-service initiatives by contributing content for customer-facing and internal Knowledgebases Develop and support custom product solutions for individual accounts Proactively communicate with customers to introduce new features and functionality, and maintain custom solutions Collaborate closely with the sales team to support new business and customer retention efforts Apply company values to maintain team goals, a collaborative environment, and to meet all service levels Test upcoming software releases and provide feedback to development/technology teams Participate on cross-functional teams to prepare the global support team for products and service offerings Serve as a mentor to new team members Attend conferences to provide support to sales, marketing, and our customer base (in person or v

📌 Customer Service Technical Specialist (Xico)
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