Customer Service Team Lead - US Team Lead

The Technical Customer Service team delivers world-class customer service with a high level of professionalism, diplomacy, and knowledge about Wolters Kluwer products and business practices. Our values propel us to put the customer at the center of everything we do, honor our commitment to continuous improvement and innovation, aim high and deliver the right results, and most importantly: win as a team.

The Customer Service Team Lead (Offshore) provides technical and customer pre- & post-sales support across Wolters Kluwer Health applications through analysis and problem-solving to facilitate installation, implementation, maintenance, education, and documentation for a variety of online and desktop software. The Customer Service Team Lead (Offshore) will be required to effectively multitask by accessing and updating customer records utilizing multiple computer applications, systems and resources. The customer base spans individuals, medical professionals and students, medical and academic faculty and researchers who interact with customer service via phone, email, and chat.

Working within a supportive team, the Technical Customer Service Team Lead (Offshore) will take full ownership of a range of issues and manage these through to resolution. This ensures a seamless integration with Wolters Kluwer Health clients business processes as we work to efficiently resolve customer issues. Daily activities require liaising with other departments and fully diagnosing problems that have been submitted directly by end users.

The Technical Customer Service Team Lead (Offshore) is responsible for assisting the Technical and Customer Service team members and offshore support staff as first point of contact.

Essential Duties and responsibilities

Job Qualifications

Education:

Experience:

Other Knowledge, Skills, Abilities or Certifications: