Customer Service Technical Specialist

Technical Customer Service Specialist

Requires working knowledge of technical customer service concepts and principles applies general knowledge of business and industry practices. Understands key business drivers and builds knowledge of the company, processes and customers. Under a moderate level of guidance, responsible for solving moderately complex problems following established policies and procedures. Collaborates with others to provide 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. Understands related issues presented by clients and can correlate issues quickly to products. Resolves unique or complex inquiries by researching technical publications, product guides and by working independently on common inquiries. May assist in testing products prior to product releases. Plans own work and adjusts efforts to meet goals. Supports the achievement of goals through own personal efforts.

The Technical Customer Service Specialist is responsible for providing support through various service channels: telephone, E-mail, Chat and Web Ticketing. The Technical Customer Service Specialist receives and documents and resolves customer inquiries and problems with the use of Consumer Compliance software products, educates customers on products and services and matches product benefits with customer needs. This position is directly accountable for the customer's support experience as they contact Support Line with questions and issues. This position must use the endorsed tools by entering CRM information timely, accurately and completely. Participation in a team environment is heavily relied upon as is the ability to work independently and solve problems with no obvious solution. The Technical Customer Service Specialist must maintain current technical skill sets for the supported environment and knowledge of compliance related regulations as they pertain to the products being supported.

Essential Duties and Responsibilities

• Identifies and handles first level customer inquiries via phone, E-mail, chat and web ticketing.
• Effectively resolves customer problems.
• Applies customer service policies.
• Educates customer on products and services offered.
• Enters information on customer call in Salesforce timely, accurately and completely.
• Completes special projects as assigned.
• Must thrive in a fast-paced, self-managing, dynamic environment.
• Understand key business drivers and build knowledge of the company, processes, and customers
• Regular attendance.

Other Duties

• Supports WKCS (Wolters Kluwer Compliance Solutions) digital products with an understanding of the operational aspects of the software products.
• Determines if the issue is user error or application design or application deficiency.
• Maintains a high-level understanding of industry technologies and how WKCS software interacts with them.
• Understands and utilizes internal tools for documentation and record keeping.
• Analyzes and documents customer issues with the goal of resolving during the first contact.
• Works on issues by performing team-based analysis and works with others within group to solve the problem.
• Ability to communicate application and technical issues in a written format.
• Maintains strong understanding of financial institution banking and business processes.
• Understands Software Development life cycle approaches as utilized by Wolters Kluwer Compliance Solutions
• 24 x 7 Pager Coverage is required for certain products
• Regular attendance.

Job Qualifications

• BA/BS degree in Computer Science, BCIS or related field or equivalent work-related experience.
• 3+ years previous technical customer service experience.
• Previous banking experience in new accounts or lending preferred. Flexible work hours from 7:00 a.m. to 7:00 p.m.