The content support representative II provides support to our business and individual tax software clients and to our practice clients. This role provides resolution to moderate and complex inquiries by phone, online chat or email and answers are based upon information provided in product guides and support knowledge databases and other internal tools. 

Essential Duties and Responsibilities

Handle phone, e-mail, and chat support for moderate to complex system or content issues; identify, resolve, and escalate issues when necessary; record these interactions in our customer relationship database 

Identify and document resolution to reoccurring inquiries 

Cross-train on other products and systems 

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 

Please note: As a Content Support Representative, you must be able to work a flexible schedule that includes normally scheduled evening hours and Saturday hours.

Education and Experience

Minimum:  

Associates Degree a business-related field OR equivalent Customer Service work experience.  

OR 

1 years of experience or knowledge in one or more of the following areas: accounting and bookkeeping; financials and reporting; sales and customer relationship management 

OR 

2 years of experience in a customer-facing role with the ability to build collaborative relationships using positive language and a service-oriented attitude 

Preferred:  

• Educational background in Business, Accounting or Finance 
• Experience working with CCH tax and accounting software 
• Tax preparation or accounting experience 
• Experience working in a help desk or customer support environment 

• Use of SalesForce.com 

Other Knowledge, Skills, Abilities or Certifications:  

Knowledge of tax, accounting and audit principles, practices and legislation/regulations 

Computer and internet skills including Microsoft office   

Service orientation - high commitment to meeting needs of customers and colleagues 

Strong communication skills both written and verbal 

Ability to diffuse and provide effective resolution to customer complaints 

Detail-oriented and able to handle multiple top priorities 

Ability to function in a fast-paced, collaborative, matrixed team environment 

Strong work ethic and passion for excellence 

Ability to work flexible schedule and manage overtime as required to meet objectives 

Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process.