Customer Service Technical Specialist at Wolters Kluwer

Sydney, New South Wales, Australia -

Full Time

Start Date

Immediate

Expiry Date

27 Sep, 26

Salary

0.0

Posted On

30 Jun, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Communication, Basic Troubleshooting, Documentation, Product Knowledge, Time Management, Customer Support Software, Problem Escalation, Customer Follow-Up, Japanese Language Proficiency

Industry

Software Development

Description

Join our APAC regional team as a Customer Service Technical Specialist. You will be the first point of contact of our customers across Asia Pacific, addressing customer inquiries and offering solutions for basic technical issues, ensuring an exceptional cusotomer service experience. This role is essential in initiating the support process and ensuring customer satisfaction from the outset. This is a Full-time Permanent position, based in Macquarie Park, Sydney (hybrid working, working in office 2 days per week) #LI-Hybrid WHAT YOU DO Respond to customer inquiries via telephone or email. Troubleshoot basic technical issues related to our products and services. Record and document customer interactions and technical issues. Provide clear and concise instructions to customers for problem resolution. Escalate complex issues to higher-level specialists or appropriate departments. Maintain up-to-date knowledge of product features and basic troubleshooting techniques. Follow up with customers to ensure issues are resolved satisfactorily. Participate in training sessions to improve technical support skills. Provide feedback to improve support documentation and processes. WHO YOU ARE 3+ years experience in a customer service role or tech support role Customer Communication: Ability to communicate effectively with customers to understand their technical issues. Basic Troubleshooting: Skills to identify and resolve basic technical problems. Documentation: Ability to accurately record and maintain details of customer interactions. Product Knowledge: Familiarity with the company's products and basic functions. Time Management: Efficient in managing time to handle multiple customer inquiries. Basic Technical Tools: Proficiency in using customer support software and tools. Problem Escalation: Understanding when and how to escalate issues. Customer Follow-Up: Ability to follow up with customers to ensure problem resolution. Language: Japanese language proficiency is highly preferred (spoken and written). WHAT WE OFFER Flexible Working Arrangement –Introducing Work from Anywhere and hybrid working (promoting work life balance) Learning and Development opportunities Access to health and wellness programs Parental leave benefits that exceed legislative requirements The opportunity to work within a global organization with experienced leaders ABOUT US Wolters Kluwer reported 2025 annual revenues of €6.1 billion. The group serves customers in over 180 countries, maintains operations in over 40 countries, and employs approximately 21,100 people worldwide. The company is headquartered in Alphen aan den Rijn, the Netherlands. More at www.wolterskluwer.com. 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. If making a difference matters to you, then you matter to us. Join us, at Wolters Kluwer, and be part of a dynamic global technology company that makes a difference every day. We’re innovators with impact. We provide expert software and information solutions that the world’s leading professionals rely on, in the moments that matter most. You’ll make a real difference in the lives of millions of people. Together with our customers, we help to advance sustainability, health, justice, prosperity, and commerce around the world. You can thrive at Wolters Kluwer, where diversity is core to our collective strength and high performance. Be your unique self, share your creative ideas, do your best work, and take time to grow in our caring and inclusive culture where you can belong. Wolters Kluwer reported 2025 annual revenues of €6.1 billion. The group serves customers in over 180 countries, maintains operations in over 40 countries, and employs more than 21,000 people worldwide. Our customers work in industries that impact the lives of millions of people every single day. Our mission is to empower our professional customers with the AI-powered solutions they need to make critical decisions, achieve successful outcomes, and increase productivity. We deliver trusted, AI-powered expert solutions that combine deep domain knowledge, proprietary content, and advanced technology to provide expert-validated insights, automate workflows, and drive better outcomes. Today, nearly 70% of our digital revenues come from AI-powered solutions, reflecting our strategic focus on embedding AI into professional workflows and delivering measurable productivity gains. We are committed to helping professionals navigate complexity, improve the way they work, and solve critical challenges through cloud-based, AI-powered platforms that integrate seamlessly into their workflows and ecosystems. Our solutions are designed to deliver impact when it matters most, especially in high-stakes environments where accuracy and trust are essential. With a nearly 190-year legacy, Wolters Kluwer continues to evolve its portfolio of digital solutions and services to meet the changing needs of professionals worldwide, enabling them to work faster, make smarter decisions, and deliver better outcomes. For more information about our solutions and organization, visit www.wolterskluwer.com, or follow us on LinkedIn, Instagram and Facebook. Wolters Kluwer has a dedicated team of experienced talent acquisition professionals who are ready to hear what makes you tick and share how Wolters Kluwer can help you achieve your goals and ambitions. Here Rasi Fawaz shares some tips on what recruiters are looking for on a resume. As a global organization, we recognize that solving a wide range of complex problems requires diverse perspectives and innovative thinking. We know that bringing our best to our customers, communities, and other key stakeholders requires a highly engaged and talented workforce – one that represents the diversity of those we serve and the communities where we live and work. We aim to provide a welcoming environment and equitable opportunities for all employees regardless of background, nationality, race, ethnicity, gender, gender identity, age, sexual orientation, marital status, disability, or religion. This principle is ingrained in our company values and articulated in our Code of Business Ethics. At Wolters Kluwer, you’ll feel valued for your contributions, and you’ll know that your health, safety, and well-being are important to us. Our well-being benefits provide tools, programs, and resources to help our diverse employees feel healthy, happy, safe, and prosperous. Our global Together we thrive well-being program reflects our commitment to supporting colleagues across physical, mental, social, and financial well-being. That commitment has been recognized externally through Ragan’s Top Places to Work for Employee Wellbeing: Large Organization in 2024. More recently, Wolters Kluwer was recognized by Forbes as one of America’s Best Large Employers 2026 and America’s Best Employers for Engineers 2026. In 2025, Wolters Kluwer was also recognized by Forbes as one of America’s Best Employers for Women. To ensure we continue to drive innovation that enables us to develop products and services to best serve our customers, we cultivate a workplace culture rooted in mutual respect, bringing forward insights from a wide range of backgrounds, perspectives, and experiences. We are also committed to complying with laws requiring equal opportunity in hiring, promotion, and other employment decisions. All qualified applicants will receive consideration without regard to race, color, religion, sex (including pregnancy, gender identity, transgender status, and sexual orientation), national origin, disability, age, genetic information, veteran status, or any other characteristic protected by applicable law, and we do not tolerate discrimination on any of these bases. GDPR Wolters Kluwer (“we” or “us”) wants to inform you about the ways we process your personal information. In this Privacy & Cookie Notice we explain what personal information we collect, use and disclose. You'll find details related to GDPR and other data privacy policies on our Careers Privacy and Cookies page.

Responsibilities

Act as the first point of contact for APAC customers to resolve basic technical issues via phone and email. Document interactions and escalate complex problems to higher-level specialists to ensure customer satisfaction.