• Customer Service Technical Associate

    Wolters Kluwer (Kennesaw, GA)


    The content support representative II 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 required

    + Secure and keep confidential product and customer data

    Other Duties

    Performs other duties as assigned by supervisor.

     

    Please note: As a Content Support Representative, you must be able to work a flexible schedule that includes normally scheduled evening hours and Saturday hours.

     

    Our Interview Practices

     

    _To maintain a fair and genuine hiring process, we kindly ask that all candidates participate in interviews without the assistance of AI tools or external prompts. Our interview process is designed to assess your individual skills, experiences, and communication style. We value authenticity and want to ensure we’re getting to know you—not a digital assistant. To help maintain this integrity, we ask to remove virtual backgrounds and include in-person interviews in our hiring process. Please note that use of AI-generated responses or third-party support during interviews will be grounds for disqualification from the recruitment process._

     

    _Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process._

     

    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.