Customer Service Technical Specialist, Application Support

Join us at Wolters Kluwer and be part of a dynamic global technology company that makes a difference every day. We’re innovators with impact. We provide expert software and information solutions that the world’s leading professionals rely on, in the moments that matter most. We are currently looking for a Technical Support Analyst, to join our team. About the role: As a Application Support in the Customer Service - Technical role, you'll be advancing your ability to resolve a wider range of technical issues for our customers. You’ll assist in the troubleshooting, maintenance, and resolution of technical support cases. Your contributions will help improve customer satisfaction and operational efficiency by addressing more complex issues with increased independence. Responsibilities: • Handle escalated technical support inquiries from Specialist I. • Perform intermediate-level troubleshooting and problem resolution. • Guide customers through installation and setup of products. • Document customer cases with detailed notes on troubleshooting steps. • Collaborate with other departments to resolve intersecting issues. • Update and maintain internal knowledge bases and support documentation. • Participate in the training of new technical support specialists. • Conduct root cause analysis to identify recurring technical issues. • Communicate with customers regarding resolution status and follow-up. • Assist in creating support content to assist customers with common issues. Skills: • Application support experience with enterprise SAAS products/solutions • Intermediate Troubleshooting: Enhanced skills for addressing more complex technical problems. • Product Installation: Ability to guide customers through product installation and setup. • Detailed Documentation: Improved capability to document support interactions and resolutions. • Collaboration: Skills to work effectively with other teams and departments. • Root Cause Analysis: Basic skills in identifying the underlying causes of recurring issues. • Knowledge Management: Ability to update and maintain internal support documentation. • Technical Training: Experience in assisting with training for new support specialists. • Customer Communication: Enhanced ability to keep customers informed on issue resolution. • Language: Fluency in both Arabic and English is mandatory. If you think that you have the needed requirements click on the apply button to join us and be the difference. If making a difference matters to you, then you matter to us. Our Interview Practices To maintain a fair and genuine hiring process, we kindly ask that all candidates participate in interviews without the assistance of AI tools or external prompts. Our interview process is designed to assess your individual skills, experiences, and communication style. We value authenticity and want to ensure we’re getting to know you—not a digital assistant. To help maintain this integrity, we ask to remove virtual backgrounds and include in-person interviews in our hiring process. Please note that use of AI-generated responses or third-party support during interviews will be grounds for disqualification from the recruitment process. Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process. Show more Show less

Application Support experience with enterprise SAAS products/solutions; Intermediate Troubleshooting; Product Installation; Detailed Documentation; Collaboration; Root Cause Analysis; Knowledge Management; Technical Training; Customer Communication; Language: Fluency in Arabic and English.

Handle escalated technical support inquiries; Perform intermediate-level troubleshooting; Guide customers through product installation and setup; Document customer cases with detailed notes; Collaborate with other departments; Update and maintain internal knowledge bases and support documentation; Participate in training of new technical support specialists; Conduct root cause analysis to identify recurring issues; Communicate with customers regarding resolution status; Assist in creating support content to assist customers with common issues.