• Technical Customer Service Associate - Tier 1

    Wolters Kluwer (Philadelphia, PA)


    **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: $45,100 - $61,700

    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.