Wolters Kluwer Hiring for Customer Service Technical Coordinator at Kennesaw, Georgia Full Time

Basic Function

As a Customer Service Technical Coordinator your primary responsibility will be to provide support and resolve complex technical product issues. This role provides resolution to moderate and complex product specific inquiries by phone, email, and online chat. This role requires extensive product knowledge and advance skills in order to correlate customer inquiries to CCH products and solutions. You will then resolve these issues utilizing the information provided in product guides and support knowledge databases.

Essential Duties and responsibilities

• .Manage phone, e-mail, and chat support across all tax products up to and including the most complex product or content issues; identify, resolve, and manage customer escalations with little to no assistance from leadership; document these interactions in our customer relationship database

• Understands the functionality and related issues so to correlate those to the applicable products; identify and document resolution to reoccurring inquiries

• Find new, effective and more innovative ways to resolve customer inquiries

• Exhibit excellent organizational, time management, and communication skills necessary to manage National or Strategic accounts

• Mentor existing staff and monitor open cases to assure timely and effective resolution

• Cross-train on other CCH products and systems

• Responsible for driving process improvement within the team

• Participate in product testing and review as required

• Secure and keep confidential product and customer data

• Works independently and has a strong understanding of product functionality, supplying customers with accurate information

• Develops into a department SME “Subject Matter Expert” for escalated Support issues

• Alerts management on key support issues, trends and “hot” customer matters.

• Identifies and helps develop training material for new areas and trending topics of Support

• Handles stressful support situations and escalation cases with calming response.

Other Duties

Other duties as assigned.

Please note: As a Customer Service Technical Coordinator, you must be able to work a flexible schedule that includes normally scheduled evening hours. You must also be able to work overtime hours that may include evenings & weekends as needed to meet objectives during peak season.

Job Qualifications

Minimum Qualifications:

Education:

• Bachelor’s Degree MIS, Computer Science, or Information technology, OR equivalent experience.

Experience:

• 5+ years’ experience in a B2B customer service role or equivalent education

• Extensive knowledge of technical customer service processes

• Excellent verbal and written communication skills

• Proficient with Microsoft Office Suite applications including Word, Excel, PowerPoint and Outlook

Preferred Qualifications:

• MCITP, MCSE, CCA, Network+, Server+, A+ Technical Certification

• Experience working in a help desk or customer support environment

• Experience working with computer networks & internet software

• Experience with technology testing, Citrix, networking, internet services, client server, SQL scripting, and database tables

• Experience with Windows registry and application permission keys

• Use of SalesForce.com

Other Knowledge, Skills, Abilities or Certifications: (First list requirements, followed by preferences.)

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

• Advanced computer and internet skills including Microsoft Office

• Service orientation – high commitment to meeting needs of customers and colleagues

• Advanced professional communication skills both written and verbal

• Ability to diffuse and provide effective resolution to customer complaints

• Strong analytical and decision making skills

• 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

• CPA, EA or other Accounting Certification is a plus

Travel requirements

None

Physical Demands

Normal Office Environment

The above statements are intended to describe the general nature and level of work being performed by most people assigned to this job. They are not intended to be an exhaustive list of all duties and responsibilities and requirements.

EQUAL EMPLOYMENT OPPORTUNITY

Wolters Kluwer U. S. Corporation and all of its subsidiaries, divisions and customer/business units is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.