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.
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.
- 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
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 (Jan-Apr).
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
- Experience working in a help desk or customer 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
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.
Travel Requirements
None
Physical Demands
Normal office environment
Wolters Kluwer is a global leader in professional information services. Professionals in the areas of legal, business, tax, accounting, finance, audit, risk, compliance and healthcare rely on Wolters Kluwer's market leading information-enabled tools and software solutions to manage their business efficiently, deliver results to their clients, and succeed in an ever more dynamic world. Every day, our customers make critical decisions to help save lives, improve the way we do business, and build better judicial and regulatory systems. We help them get it right.
For more information about our solutions and organization, visit www.wolterskluwer.com, follow us on Twitter, Facebook, LinkedIn, and YouTube.
Benefits:
A comprehensive benefits package that begins your first day of employment.
Additional Information: Wolters Kluwer offers great benefits and programs to help meet your needs and balance your work and personal life, including
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 - https://www.mywolterskluwerbenefits.com/index.html
Diversity Matters:
Wolters Kluwer strives for an inclusive company culture in which we attract, develop, and retain diverse talent to achieve our strategy. As a global company, having a diverse workforce is of the utmost importance. We've been recognized by employees as a European Diversity Leader in the Financial Times, as one of Forbes America’s Best Employers for Diversity in 2022, 2021 and 2020 and as one of Forbes America’s Best Employers for Women in 2021, 2020, 2019 and 2018. In 2020, we placed third in the Female Board Index, and were recognized by the European Women on Boards Gender Diversity Index. Wolters Kluwer and all of our subsidiaries, divisions and customer/departments is an Equal Opportunity / Affirmative Action employer.
