Technical Customer Service Associate - Tier 1
Technical Customer Service Associate - Tier 1
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$ 45100 - 61700
1 Vacancy
Job Description
LOCATION: Hybrid - 8 days a month in the office: Indianapolis IN Philadelphia PA Madison WI Hagerstown MD
OVERVIEW
You will enhance the customer experience by addressing technical issues and providing 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:
Target salary range CA CT CO DC HI IL MD MN NY RI WA: $45100 - $61700Required Experience:
IC
Employment Type
Full-Time
