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 global 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 general 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 virtual)

QUALIFICATIONS
Education:
Degree level or equivalent

Experience

Fluent in Spanish and English with the ability to professionally & proficiently conduct all customer communications in both languages.

Track record in customer service

Excellent verbal and written communication skills

3+ years diagnosing and resolving software problems

Experience supporting mission-critical hosted/cloud applications

Familiarity with Web Services, Discovery Services, Link Resolvers, OpenAthens, SSO, proxy servers

Desirable

A degree level in Library Sciences

Knowledge of medical software technology/information

Professional experience in STM Publishing

Some familiarity with authentication and firewalls

Knowledge of Internet technologies/protocols such as OpenURL, HTTP, HTML, XML, XLS, CSS, JavaScript, JSON

TRAVEL:
Minimal

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📌 Customer Service Technical Specialist (English/Spanish) (Xico)
🏢 Ovid Technologies
📍 Xico