About Wolters Kluwer
As a global provider of expert information, software and services, Wolters Kluwer makes professionals work better and solve complex problems with confidence in an ever-changing world. Every day, our customers face decisive moments that impact the lives of millions of people and shape tomorrow’s society.
The Legal Software business unit, part of Legal & Regulatory division, commits to ‘deliver deep impact when it matters most’ by supplying lawyers and legal professionals across Europe with innovative workflow solutions. Today, more than 150,000 legal professionals use our software daily to improve their efficiency and performance, reduce risk, and make critical decisions.
We work side-by-side with our customers to continuously improve our software solutions, as a trusted partner. Through this focus on innovation and customer success, we have become a leading legal tech provider in Europe in just a few years.
With a highly diverse team of more than 350 employees across Europe, we strive to create an inclusive culture where our talented employees are our greatest strength. We like inspiring each other, encouraging each other, and working closely together across borders, and have a true entrepreneurial spirit.
We believe that with the right people, processes, and technology you can create a path to excellence and turn the ordinary into the extraordinary.
About the Role:
As a Specialist in Customer Service Technical, you will play a foundational role in delivering essential technical support to our clients. You'll assist with the installation, troubleshooting, and maintenance of our products and services, ensuring our customers have a seamless experience. Your support will be vital in resolving basic technical issues and creating a positive post-sale experience.
Responsibilities:
• Assist with installation procedures and initial setup of products/services.
• Provide basic troubleshooting for common technical issues.
• Document customer inquiries and technical issues accurately.
• Follow detailed scripts and guidelines to resolve customer problems.
• Escalate complex issues to higher-level specialists when necessary.
• Participate in routine training sessions to improve technical skills.
• Track and log resolutions in the customer service management system.
• Support customers in basic usage of products and services.
• Maintain updated knowledge of product features and updates.
• Provide feedback on common customer issues to contribute to knowledge base improvements.
Skills:
• Basic Troubleshooting: Ability to diagnose and resolve common technical problems.
• Customer Relations: Excellent communication skills to interact effectively with customers.
• Documentation: Accurately log issues and resolutions.
• Product Knowledge: Basic understanding of company products and services.
• Technical Aptitude: Capability to understand and follow technical scripts.
• Time Management: Efficiently handle multiple customer inquiries.
• Escalation Management: Identify when to escalate issues to higher-level support.
• Training Attendance: Willingness to attend and participate in training sessions.
Langues: Fluent in French and English
Location: Bois-Colombes (hybrid)
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.