LOCATION:Hybrid - 8 days a month in the office in Mexico City - MontecitoRESPONSIBLITIESThe 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 SLAsFoster a close relationship with the global Customer Support team, ensuring enhancement requests, bugs, and other product issues are communicated across the team and tracked appropriatelyUtilize CRM systems to log and track all communications related to customer inquiriesSupport self-service initiatives by contributing content for customer-facing and internal KnowledgebasesDevelop and support custom product solutions for individual accountsProactively communicate with customers to introduce new features and functionality,



and maintain custom solutionsCollaborate closely with the sales team to support new business and customer retention effortsApply company values to maintain team goals, a collaborative environment, and to meet all service levelsTest upcoming software releases and provide feedback to development/technology teamsParticipate on cross-functional teams to prepare the general support team for products and service offeringsServe as a mentor to new team membersAttend conferences to provide support to sales, marketing, and our customer base (in person or virtual)QUALIFICATIONSEducation:Degree level or equivalentExperienceFluent in Spanish and English with the ability to professionally & proficiently conduct all customer communications in both languages.Track record in customer serviceExcellent verbal and written communication skills3+ years diagnosing and resolving software problemsExperience supporting mission-critical hosted/cloud applicationsFamiliarity with Web Services, Discovery Services, Link Resolvers, OpenAthens, SSO, proxy serversDesirableA degree level in Library SciencesKnowledge of medical software technology/informationProfessional experience in STM PublishingSome familiarity with authentication and firewallsKnowledge of Internet technologies/protocols such as OpenURL, HTTP, HTML, XML, XLS, CSS, JavaScript, JSONTRAVEL:Minimal#J-*****-Ljbffr

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