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

Basic Function

As a Senior Customer Service Technical Associate your primary responsibility will be to resolve moderate to complex technical product issues. This role will provide support to internal and external customers on product specific issue by phone, email, and online chat. In this role, you will need to develop strong product knowledge 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 for moderate to complex product or content issues; identify, resolve, and escalate issues when necessary; document these interactions in our customer relationship database

• Identify and document resolution to reoccurring inquiries

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

• Cross-train on other CCH products and systems

• Participate in projects and as well as process improvement initiatives

• Participate in product testing and review as required

• Secure and keep confidential product and customer data

Other Duties

Other duties as assigned.

Please note: As a Senior Customer Service Technical Associate, 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:

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

• 3 years of professional work experience in IT or Desktop Support

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.)

• Advanced desktop and mobile computing skills, working knowledge of internet browsing and searching

• Intermediate Microsoft Office skills

• 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

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.