Technical Customer Service Associate
Technical Customer Service Associate
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
The Technical support representative provides support to our business and individual tax software clients and to our practice clients. This role provides resolution to moderate and complex inquiries by phone online chat or email and answers are based upon information provided in product guides and support knowledge databases and other internal tools.
Essential Duties and Responsibilities
Handle phone e-mail and chat support for moderate to complex system or content issues; identify resolve and escalate issues when necessary; record these interactions in our customer relationship database
Identify and document resolution to reoccurring inquiries
Cross-train on other products and systems
Participate in projects and as well as process improvement initiatives
Provide general reports to management as requested
Participate in product testing and review as
Secure and keep confidential product and customer data
Other Duties
As a Technical Support Representative you must be able to work a flexible schedule that includes normally scheduled evening hours and Saturday hours.
Job Qualifications
Education and Experience:
Minimum:
Associates Degree in MIS Computer Science or Information Technology OR equivalent work experience.
Other Knowledge Skills Abilities or Certifications:
Knowledge of tax accounting and audit principles practices and legislation/regulations
Computer and internet skills including Microsoft office
Service orientation - high commitment to meeting needs of customers and colleagues
Strong communication skills both written and verbal
Ability to diffuse and provide effective resolution to customer complaints
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 to meet objectives
Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process.
Required Experience:
IC
Employment Type
Full-Time
