- Kuala Lumpur Federal Territory Malaysia
Wolters Kluwer Hiring! Work from Home Customer Service Technical Specialist in Federal Territory - Ricebowl
Customer Service Technical Specialist
Wolters Kluwer
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Job Description
Responsibilities
As a Customer Service Technical Specialist, you will take on a more prominent role in supporting customers with various technical issues. Building on your foundational skills, you will assist with more complex troubleshooting and contribute to project-based improvements. Your contributions will help in refining our support processes and enhancing customer satisfaction.
This is a full-time permanent position, based in Menara Great Eastern 2, Jalan Ampang, Kuala Lumpur (hybrid working, working from home 2-3 days per week) #LI-Hybrid.
ABOUT THE ROLE
- Perform advanced troubleshooting for a wider range of technical issues.
- Assist in the implementation of new procedures and techniques in customer support.
- Participate in projects aimed at improving support systems and processes.
- Provide step-by-step guidance to customers for product installations.
- Update and maintain support documentation.
- Train new employees on basic technical support procedures.
- Collaborate with team members to resolve escalated issues.
- Conduct follow-ups to ensure issue resolution and customer satisfaction.
- Analyze recurring customer issues and suggest improvements.
- Maintain current knowledge of emerging product features.
ABOUT YOU
- Advanced Troubleshooting: Diagnosing and resolving a broader range of issues.
- Project Assistance: Supporting technology projects aimed at improving service.
- Training: Ability to guide and train new team members.
- Documentation Management: Updating support documentation.
- Customer Guidance: Providing clear instructions to customers.
- Collaborative Problem Solving: Working with peers to resolve issues.
- Follow-Up Skills: Ensuring thorough resolution and customer satisfaction.
- Analytical Skills: Identifying patterns in technical issues.
WHAT WE OFFER
We believe that great people deserve great support. You’ll enjoy:
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Competitive compensation package, including performance-based incentives
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Medical and dental coverage for you and spouse
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Hybrid Work Setup and Work-from-Anywhere options to support better work-life balance
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Learning & development opportunities to grow your career
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Paid annual leave and volunteer time off
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A comprehensive wellness program
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A stable, global organization with strong market recognition and continuous innovation
ABOUT US
Wolters Kluwer reported 2025 annual revenues of €6.1 billion. The group serves customers in over 180 countries, maintains operations in over 40 countries, and employs approximately 21,100 people worldwide. The company is headquartered in Alphen aan den Rijn, the Netherlands. More at *************
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.
Important Information
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