Customer Service Technical Specialist (English/Spanish)

** Please submit your CV in English **
LOCATION: Hybrid – 8 days a month in the office in Mexico City - Montecito
RESPONSIBLITIES
The Customer Service Technical Specialist provides technical and customer service support for Wolters Kluwer Medical Research applications. Through analysis and problem solving we facilitate implementation, maintenance, education, and documentation for online solutions. Our customer base spans medical and academic researchers who interact with the team via phone, email, and web-based queries.
You will take ownership of issues and manage them through resolution. Daily activities require liaising with other departments and diagnosing problems submitted directly by customers or escalated via our global support group and other parts of the organization. All activity is recorded in CRM systems for tracking purposes.
Respond to technical and service inquiries within department SLAs
Foster a close relationship with the global Customer Support team, ensuring enhancement requests, bugs, and other product issues are communicated across the team and tracked appropriately
Utilize CRM systems to log and track all communications related to customer inquiries
Support self-service initiatives by contributing content for customer-facing and internal Knowledgebases
Develop and support custom product solutions for individual accounts
Proactively communicate with customers to introduce new features and functionality, and maintain custom solutions
Collaborate closely with the sales team to support new business and customer retention efforts
Apply company values to maintain team goals, a collaborative environment, and to meet all service levels
Test upcoming software releases and provide feedback to development/technology teams
Participate on cross-functional teams to prepare the global support team for products and service offerings
Serve as a mentor to new team members
Attend conferences to provide support to sales, marketing, and our customer base (in person or virtual)
QUALIFICATIONS
Education: Degree level or equivalent
Experience
Fluent in Spanish and English with the ability to professionally & proficiently conduct all customer communications in both languages.
Track record in customer service
Excellent verbal and written communication skills
3+ years diagnosing and resolving software problems
Experience supporting mission-critical hosted/cloud applications
Familiarity with Web Services, Discovery Services, Link Resolvers, OpenAthens, SSO, proxy servers
Desirable
A degree level in Library Sciences
Knowledge of medical software technology/information
Professional experience in STM Publishing
Some familiarity with authentication and firewalls
Knowledge of Internet technologies/protocols such as OpenURL, HTTP, HTML, XML, XLS, CSS, JavaScript, JSON
TRAVEL: Minimal
#LI-Hybrid
Our Interview Practices
To maintain a fair and genuine hiring process, we kindly ask that all candidates participate in interviews without the assistance of AI tools or external prompts. Our interview process is designed to assess your individual skills, experiences, and communication style. We value authenticity and want to ensure we’re getting to know you—not a digital assistant. To help maintain this integrity, we ask to remove virtual backgrounds and include in-person interviews in our hiring process. Please note that use of AI-generated responses or third-party support during interviews will be grounds for disqualification from the recruitment process.
Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process.