Wolters Kluwer Senior Customer Service Technical Associate in Kennesaw, Georgia
The Sr Customer Service Technical Associate works under limited supervision following general instruction for regular, new or special assignments. This position requires considerable knowledge and specialized skills of operational or administrative systems and processes achieved through job-related training and considerable on-the-job experience within the discipline of technical customer service. Completes work directly related to post-sale technical support services to customers, including installation, troubleshooting, problem resolution and maintenance of products and services. May provide remote technical and application support to customers, by phone and/or remote system access. Carries out and delivers specific delegated tasks or a range of tasks as part of a specific service or service team. Works on more complicated issues or tasks by following an established pattern, with a requirement to run standard procedures, analyses, reports, record information or results to an agreed format.
Essential Skills & Responsibilities:
•Provide resolution to moderate and complex product specific inquiries by phone, email, and online chat
•Maintain or exceed quality performance metrics, including call monitoring scores
•Develop strong product knowledge in order to correlate customer inquiries to Wolters Kluwer products and solutions
•Identify patterns from partial/conflicting information and data to help identify and implement solutions
•Act as an informal resource for less experienced colleagues to help with resolving customer problems
•3+ years of experience in a B2B customer service role or equivalent education
•In-depth knowledge of technical customer service processes
•Excellent verbal and written communication skills
•Proficient with Microsoft Office Suite applications including Word, Excel, PowerPoint and Outlook
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.