Customer Service Technical Associate – Tier 1

Customer Service Representative

Location: Hybrid - 8 days a month in the office: Indianapolis IN or 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. You will report to the Manager, Customer Service Operations. The shift will be 12:00pm ET – 9pm ET. Training for the first six weeks will be 8:00am ET – 5:00pm.

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 and 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

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.