Customer Service Associate

Customer Service Technical AssociateThe Customer Service Technical Associate 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 ResponsibilitiesHandle 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 databaseIdentify and document resolution to reoccurring inquiriesCross-train on other products and systemsParticipate in projects and as well as process improvement initiativesProvide general reports to management as requestedParticipate in product testing and review as requiredSecure and keep confidential product and customer dataOther DutiesPerforms other duties as assigned by supervisor.Please note: As a Customer Service Technical Associate, you must be able to work a flexible schedule that may include evening and weekend hours during peak season.Job QualificationsEducation and Experience:Minimum:Associates Degree a business-related field OR equivalent Customer Service work experience.OR1 years of experience or knowledge in one or more of the following areas: accounting and bookkeeping; financials and reporting; sales and customer relationship managementOR2 years of experience in a customer-facing role with the ability to build collaborative relationships using positive language and a service-oriented attitudePreferred:Educational background in Business, Accounting or FinanceExperience working with CCH tax and accounting softwareTax preparation or accounting experienceExperience working in a help desk or customer support environmentUse of SalesForce.comOther Knowledge, Skills, Abilities or Certifications:Knowledge of tax, accounting and audit principles, practices and legislation/regulationsComputer and internet skills including Microsoft officeService orientation - high commitment to meeting needs of customers and colleaguesStrong communication skills both written and verbalAbility to diffuse and provide effective resolution to customer complaintsDetail-oriented and able to handle multiple top prioritiesAbility to function in a fast-paced, collaborative, matrixed team environmentStrong work ethic and passion for excellenceAbility to work flexible schedule and manage overtime as required to meet objectivesTravel RequirementsLess than 5% of domestic travelThe above statements are intended to describe the general nature and level of work being performed by most people assigned to this job. They're not intended to be an exhaustive list of all duties and responsibilities and requirements.Our Interview PracticesTo 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.Compensation:$30,800.00 - $56,525.00 USDCompensation range listed is based on primary location of the position. Actual base salary offer is influenced by a wide array of factors including but not limited to skills, experience and actual hiring location. Your recruiter can share more information about the specific offer for the job location during the hiring process.Additional Information:Wolters Kluwer offers a wide variety of competitive benefits and programs to help meet your needs and balance your work and personal life, including but not limited to: Medical, Dental, & Vision Plans, 401(k), FSA/HSA, Commuter Benefits, Tuition Assistance Plan, Vacation and Sick Time, and Paid Parental Leave. Full details of our benefits are available upon request.