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 general 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 o

📌 Customer Service Technical Specialist (Ciudad de México)
🏢 Wolters Kluwer
📍 Ciudad de México