Customer Service Technical Associate –… at Wolters Kluwer · USA -…

Summary: Wolters Kluwer is a company focused on customer experience, and they are seeking a Customer Service Technical Associate to ensure customer success with their Tax and Accounting products. The role involves resolving inquiries through various communication channels and advocating for both the product and the users. Responsibilities: - Partner with our customers to effectively resolve customer questions through phone (primary channel), chat and email for system, or product, issues - Take ownership of customer cases from beginning to end. Identify, resolve, and escalate issues when necessary; document these interactions in our customer relationship database - 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 - Performs other duties as assigned by supervisor Required Qualifications: - Associates Degree in MIS, Computer Science, or Information Technology OR equivalent work experience - Ability to work a flexible schedule that may include some scheduled evening hours and Saturday hours during peak season Preferred Qualifications: - MCITP, MCSE, CCA, Network+, Server+, A+ Technical Certification - Experience working in a help desk or customer technical 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 - Advanced desktop and mobile computing skills, working knowledge of internet browsing and searching - Ability to diffuse and provide effective resolution to customer complaints Required Skills: Technical Certification, Help Desk Experience, Technology Testing Important Skills: SalesForce.com, Computer Networks Nice-to-Have Skills: Advanced Computing Skills, Customer Complaint Resolution Benefits: Medical, Dental, & Vision Plans, 401(k), FSA/HSA, Commuter Benefits, Tuition Assistance Plan, Vacation and Sick Time, Paid Parental Leave