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 by providing support. Your role will involve a mix of operational and administrative tasks by 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 9:00pm ET. Training for the first eight weeks will be 8:00am 5:00pm ET.

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
• Test software to identify bugs and potential fixes
• Assume remote control over customers' computers to resolve problems
• Escalate more complex issues for resolution
• Helps with post-sale technical support services to customers, including installation, troubleshooting, problem resolution and maintenance of products and services
• 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 the 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:

$34,300.00 - $57,400.00 USD

Compensation 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.