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Customer Service Technical Coordinator

Company: Wolters Kluwer United States, Inc
Location: Las Cruces
Posted on: November 22, 2021

Job Description:

Works under minimal guidance or supervision, this position performs a wide range of complex duties and tasks. Requires extensive knowledge, advanced skills and expertise in operational, or administrative processes developed through a combination of job-related training and considerable work experience within the discipline of technical customer service. Provides post-sale technical support services to customers, including installation, troubleshooting, problem resolution and maintenance of products and services. May provide remote technical and application support to customers, by phone and/or remote system access. Understands issues raised by internal and external clients and assists with their resolution by researching technical publications and product guides. Performs a wide range of complex administrative duties. Assists in providing direction and guidance to less experienced team members when needed. Provides practical problem solving, support and services and performs a wide range of complex administrative duties.Job Responsibilities:

  • Promote EMMI content to production servers
  • Conducts Server Log Research (Graylog, SMTP mail servers) where necessary
  • Manages application access requests/additional access
  • Processes employee access deactivation, assignments and limits to internal software and assets
    • Research failing-to-load Emmi assets, access, and connectivity (servers, services, video, articles, and reminder services)
    • Investigate Environmental Issues (browser, device, OS compatibility with currently supported software builds using physical hardware and emulated software and hardware services)
    • Troubleshoot unexpected behavior in program workflow (chaining, end options, print)
    • Assist external ad-hoc teams when necessary (SWAT, customer success, integration, editorial, database and support teams)
    • Investigate issues with processing tasked requests (automation, permission assignment, scripts, office-tools)
    • Collaborate with external teams to create and update Confluence knowledgebase.
    • Job Qualifications
      • Bachelor's degree preferred in computer related field or relevant experience
      • 3+ years' experience delivering technical support of web based application software, including infrastructure
      • Familiarity with server maintenance
      • Knowledge of Linux
      • Familiarity with Electronic Medical Records systems or Health Information Technology a plus
      • Strong verbal and written communication skills
      • Project management skills desired
      • Experience in SQL Server and SQL queries
      • Experience in understanding and supporting complex applications
      • Familiarity with network architectures and security best practices
      • Proficient with Microsoft Office Suite applications including Word, Excel, PowerPoint and OutlookCategoryComputer User Support SpecialistsExperience3 to 20+ yearsJob typeFull time

Keywords: Wolters Kluwer United States, Inc, Las Cruces , Customer Service Technical Coordinator, Hospitality & Tourism , Las Cruces, New Mexico

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