The Technical support representative 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
Other Duties
As a Technical Support Representative, you must be able to work a flexible schedule that includes normally scheduled evening hours and Saturday hours.
Job Qualifications
Education and Experience:
Minimum:
Associates Degree in MIS, Computer Science, or Information Technology OR equivalent work experience.
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.