LOCATION:  Hybrid - 8 days a month in the office: Indianapolis IN, Philadelphia PA, Madison WI, Hagerstown MD

OVERVIEW

As a Customer Service Technical Associate, you will enhance the customer experience by addressing a wider range of technical issues and providing more in-depth support. Your role will involve a mix of operational and administrative tasks, ensuring customers receive prompt and accurate solutions to their concerns.

The shift will be 12:00pm ET – 9pm ET.  Training for the first six weeks will be 8:00am ET – 5:00pm.

You will report to the Manager, Customer Service Operations.

RESPONSIBILITIES

Receive, evaluate, and answer customer problems and issues in a timely manner following established customer service procedures via phone and emailMaintain or exceed quality performance metrics, including call monitoring scoresCommunicate and explain information and data to customers and other team membersUtilize critical thinkingSoftware testing to identify bugs and potential fixesAssume remote control over customers’ computers when necessary to resolve problemsEscalate issues for resolution when warrantedWorks non-standard hours when necessaryPerforms other duties as requested by ManagerThis position does not involve programming or systems administration

QUALIFICATIONS

Education:  2+ years’ experience in a B2B technical service role or equivalent education

Experience:

Knowledge of technical customer service processesExcellent verbal and written communication skillsTroubleshooting and solving technical issues (connectivity, hardware, and software)Working with professionals via phone and emailBuilding rapport with co-workers and customersGathering and analyzing customer data and user requirements.Integrating information from multiple sources quickly and accurately.Demonstrated ability to prioritize and manage multiple projects.Working in a fast paced, dynamic, and changing environment.Experience documenting information in a CRM system.Experience using an order fulfillment system.Experience with Microsoft Office Suite applications including Word, Excel, PowerPoint and Outlook

TRAVEL: > 5% for occasional team meetings

#LI-Hbrid

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

Compensation:

Target salary range CA, CT, CO, DC, HI, IL, MD, MN, NY, RI, WA: $45,100 - $61,700