Customer Service Technical Specialist – Application Support

About the role

Wolters Kluwer is a global technology company that delivers software and information solutions to professionals worldwide. We are seeking a Customer Service Technical Specialist to provide application support and resolve technical issues for our customers in Saudi Arabia.

Key responsibilities

• Handle escalated technical support inquiries and perform intermediate‑level troubleshooting.
• Guide customers through product installation and setup.
• Document each case with detailed notes on troubleshooting steps and outcomes.
• Collaborate with other departments to resolve intersecting issues.
• Update and maintain internal knowledge bases and support documentation.
• Participate in training new technical support specialists.
• Conduct root‑cause analysis to identify recurring technical problems.
• Communicate resolution status and follow‑up with customers.

Required profile

• Fluency in both Arabic and English.
• At least 1 month of experience in application support for enterprise SaaS solutions.
• Strong ability to document support interactions and maintain knowledge resources.

Required skills

• Application support for enterprise SaaS products.
• Intermediate troubleshooting of complex technical problems.
• Product installation and setup guidance.
• Detailed documentation of support cases.
• Root cause analysis of recurring issues.