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