LOCATION: Remote U.S. locations

OVERVIEW

You will provide positive, supportive environment, generous benefits package, and comprehensive training program.  You will provide support to internal and external clients on product-specific issues. Provide application support to customers by phone, email, chat and/or remote system access. You will develop strong product knowledge as demanded by this role to meet customer needs—capacity to learn/engagement is more important than technical background.  You will troubleshoot client issues associated with enterprise application including customer client networks for this complex product that large corporations use to manage their legal matters with law firms. 

RESPONSIBLITIES

Provide application support to both internal teams and external customers, contributing subject matter expertise to ensure customer satisfaction and organizational success, maintaining performance standards and representing Wolters Kluwer.Demonstrates solid knowledge of application, product, and servicesProvides support and troubleshooting of application to both internal teams and external customers via telephone, live online chat and emailDemonstrates strong analytical skills to identify origin/cause, initiate research, and promptly respond to cases that may be handled without escalation (e.g., product operation, product content)Effectively communicates to internal and external clients and records concise documentation of casesWorking cross-functionality to proactively resolve specialized, procedural, and operational issues; escalating cases that require additional expertiseIndependently and in team environment, apply troubleshooting methodologies to drive escalated issues to closureDelivers timely responses to business owners, stakeholders, and users on issue status and resolution, including driving escalated issues to closureMotivated contributor to team knowledge share, meetings, and documentation to reduce recurring issues and inquiries

QUALIFICATIONS

Education: high school education or equivalent, bachelor’s degree preferred

Experience:

2+ years of client-facing application support experience, including:Troubleshooting product issues, and reporting issues via phone/e-mail/chatWorking cross-functionally to resolve technical, procedural, or operational issuesWorking collaboratively with individuals at all levels of the organizationExecuting to short and long-term plansTraining internal and external customers to mitigate recurring requests for help
 

TRAVEL: none

#LI-Remote

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