Customer Service Technical Specialist – CP & ESG TeamMate

About the role

Wolters Kluwer is seeking a Technical Support Analyst to join its Customer Service – Technical team. In this role you will resolve a broad range of technical issues, guide customers through product installation, and contribute to higher customer satisfaction and operational efficiency.

Key responsibilities

• Handle escalated technical support inquiries from Specialist I level.
• Perform intermediate‑level troubleshooting and problem resolution.
• Guide customers through installation and setup of Wolters Kluwer products.
• Document cases with detailed notes on troubleshooting steps.
• Collaborate with other departments to resolve intersecting issues.
• Update internal knowledge bases and support documentation.
• Participate in training new technical support specialists.
• Conduct root‑cause analysis to identify recurring technical issues.
• Communicate resolution status and follow‑up with customers.

Required profile

• Fluency in both Arabic and English.
• Ability to work independently on intermediate technical problems.
• Strong written communication for detailed case documentation.

Required skills

• Technical troubleshooting.
• Product installation and configuration.
• Root‑cause analysis.