Technical Customer Service Associate

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 email
• Maintain or exceed quality performance metrics, including call monitoring scores
• Communicate and explain information and data to customers and other team members
• Utilize critical thinking
• Software testing to identify bugs and potential fixes
• Assume remote control over customers computers when necessary to resolve problems
• Escalate issues for resolution when warranted
• Works non-standard hours when necessary
• Performs other duties as requested by Manager
• This 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 processes

• Excellent verbal and written communication skills
• Troubleshooting and solving technical issues (connectivity, hardware, and software)
• Working with professionals via phone and email
• Building rapport with co-workers and customers
• Gathering 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: