Customer Service Technical Associate – Application Technical Support

About the role

At Wolters Kluwer TAA, customer experience is core to everything we do. Our Service Excellence Team’s top priority is to make our customers successful and to ensure that their experience using Wolters Kluwer’s products is delightful, by delivering high quality, speedy, personable, and conversational support. As a Customer Service Technical Associate, you are responsible for the success of our customers. This is a demanding role that requires a unique skillset to provide resolution to moderate and complex inquiries on our Tax and Accounting products, by phone, online chat, or email. As the voice of Wolters Kluwer, you will act both as an advocate for our product, and as a champion for our users. Your job is to ensure that Wolters Kluwer customers have the best experience possible, no matter what channel they choose to contact us. We take customer service seriously and this position is essential to the team’s success. This is the perfect role for someone looking to get into Product Management, Product Development, and Sales.

Responsibilities

• Partner with our customers to effectively resolve customer questions through phone (primary channel), chat and email for system, or product, issues.
• Take ownership of customer cases from beginning to end.
• Identify, resolve, and escalate issues when necessary; document these interactions in our customer relationship database.
• Participate in projects and as well as process improvement initiatives.
• Provide general reports to management as requested
• Participate in product testing and review as required
• Secure and keep confidential product and customer data
• Perform other duties as assigned by supervisor

Qualifications

Education and Experience: Minimum: Associates Degree in MIS, Computer Science, or Information Technology OR equivalent work experience. Preferred Qualifications: MCITP, MCSE, CCA, Network+, Server+, A+ Technical Certification; Experience working in a help desk or customer technical support environment; Experience working with computer networks & internet software; Experience with technology testing, Citrix, networking, internet services, client server, SQL scripting, and database tables; Experience with Windows registry and application permission keys; Use of SalesForce.com.

Skills

Other Knowledge, Skills, Abilities or Certifications: Advanced desktop and mobile computing skills, working knowledge of internet browsing and searching; Ability to diffuse and provide effective resolution to customer complaints.

Benefits

Wolters Kluwer offers a wide variety of competitive benefits and programs to help meet your needs and balance your work and personal life, including but not limited to: Medical, Dental, & Vision Plans, 401(k), FSA/HSA, Commuter Benefits, Tuition Assistance Plan, Vacation and Sick Time, and Paid Parental Leave. Full details of our benefits are available upon request.

Pay

Compensation: $30,800.00 - $56,525.00 USD

Schedule

As a Technical Support Representative, you must be able to work a flexible schedule that may include some scheduled evening hours and Saturday hours during peak season.