Customer Service Technical Specialist

Essential Duties And Responsibilities

• Identifies and handles first level customer inquiries via phone, E-mail, chat and web ticketing.
• Effectively resolves customer problems.
• Applies customer service policies.
• Educates customer on products and services offered.
• Enters information on customer call in Salesforce timely, accurately and completely.
• Completes special projects as assigned.

Other Duties

• Supports WKCS (Wolters Kluwer Compliance Solutions) digital products with an understanding of the operational aspects of the software products.
• Determines if the issue is user error or application design or application deficiency.
• Maintains a high-level understanding of industry technologies and how WKCS software interacts with them.
• Understands and utilizes internal tools for documentation and record keeping.
• Analyzes and documents customer issues with the goal of resolving during the first contact.
• Works on issues by performing team-based analysis and works with others within group to solve the problem.
• Able to communicate application and technical issues in a written format.
• Maintains strong understanding of financial institution banking and business processes.
• Understands Software Development life cycle approaches as utilized by Wolters Kluwer Compliance Solutions

Qualifications

• Bachelor's Degree in Computer Science, BCIS or related field or equivalent work-related experience.
• 3+ years previous technical customer service experience.
• Previous banking experience in new accounts or lending preferred.
• Flexible work hours from 7:00 a.m. to 7:00 p.m.

Pay

$57,400.00 - $98,350.00 USD

Benefits

• Medical, Dental, & Vision Plans
• 401(k)
• FSA/HSA
• Commuter Benefits
• Tuition Assistance Plan
• Vacation and Sick Time
• Paid Parental Leave