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.
Essential Duties and responsibilities
• Partner with our customers to effectively resolve customer questions through phone (primary channel), chat and email for system, or product, issues.
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.
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.
Participate in projects and as well as process improvement initiatives.
• Provide general reports to management as requested
Provide general reports to management as requested
• Participate in product testing and review as required
Participate in product testing and review as required
• Secure and keep confidential product and customer data
Secure and keep confidential product and customer data
Other Duties
Performs other duties as assigned by supervisor.
Please note: 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.
Job 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
MCITP, MCSE, CCA, Network+, Server+, A+ Technical Certification
• Experience working in a help desk or customer technical support environment.
Experience working in a help desk or customer technical support environment.
• Experience working with computer networks & internet software.
Experience working with computer networks & internet software.
• Experience with technology testing, Citrix, networking, internet services, client server, SQL scripting, and database tables
Experience with technology testing, Citrix, networking, internet services, client server, SQL scripting, and database tables
• Experience with Windows registry and application permission keys
Experience with Windows registry and application permission keys
• Use of SalesForce.com
Use of SalesForce.com
Other Knowledge, Skills, Abilities or Certifications:
• Advanced desktop and mobile computing skills, working knowledge of internet browsing and searching.
Advanced desktop and mobile computing skills, working knowledge of internet browsing and searching.
• Ability to diffuse and provide effective resolution to customer complaints.
Ability to diffuse and provide effective resolution to customer complaints.
Travel requirements
None
Physical Demands
Normal office environment
The above statements are intended to describe the general nature and level of work being performed by most people assigned to this job. They are not intended to be an exhaustive list of all duties and responsibilities and requirements.
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.
Compensation:
Compensation range listed is based on primary location of the position. Actual base salary offer is influenced by a wide array of factors including but not limited to skills, experience and actual hiring location. Your recruiter can share more information about the specific offer for the job location during the hiring process.
Additional Information:
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.
At Wolters Kluwer, we excel at creating content solutions for use in a professional context in the fields of health, corporate services, finance, tax, accounting, law, regulation, and education. We are professionals serving professionals and are committed to delivering essential content, software, and services to help our customers make their most critical business decisions. Utilizing the latest in information technology, we ensure that our customers have the solutions they need, when they need them, and in the media best suited to their requirements. When we achieve this, we deliver on our goal of being the market leader in content in context.
Partners in Innovation
Wolters Kluwer professionals are continuously engaged in an ongoing exchange of expertise and ideas with our customers about their work. This partnership in innovation is at the heart of meeting our commitment to the lawyers, doctors, nurses, tax advisors, teachers, and business executives we serve. Knowledge of their professional workflows and the ability to apply emerging technologies to make them more efficient and productive are at the heart of this partnership.
Leading Positions and Brands
Strong market positions are very important to our business strategies at Wolters Kluwer, and we value the leading positions we hold in most of our markets. Across all of our markets, we own strong, enduring brands in North America such as Adis International, Aspen Publishers, Bankers Systems, CCH, ClineGuide, CT Corporation, Kluwer, Facts & Comparisons, IFI Claims, Lippincott Williams & Wilkins, Loislaw, Medi-Span, Ovid Technologiesand Skolar. These brands have promised and delivered high quality information for decades, and we are committed to continuing to do everything necessary to earn, retain, and expand leadership positions in our selected markets.