Customer Service Technical Specialist

Job Summary The Technical Customer Service Specialist provides support through telephone, E‑mail, chat, and web ticketing. The role involves receiving, documenting, and resolving customer inquiries and problems related to Consumer Compliance software products, educating customers on products and services, and ensuring a positive support experience for each customer interaction. Essential Duties and Responsibilities Identify and handle first‑level customer inquiries via phone, E‑mail, chat, and web ticketing. Effectively resolve customer problems in accordance with customer service policies. Educate customers on products and services offered. Enter accurate and complete information on each customer call in Salesforce in a timely manner. Complete special projects as assigned. Support WKCS digital products, determining whether issues are due to user error, application design, or system deficiency. Maintain a high‑level understanding of industry technologies and how WKCS software interacts with them. Utilize internal tools for documentation and record keeping. Analyze and document customer issues with the goal of resolving them during the first contact. Work collaboratively in a team‑based analysis environment to solve problems. Communicate application and technical issues in written format. Maintain strong understanding of financial institution banking and business processes. Apply Software Development Life Cycle approaches as utilized by Wolters Kluwer Compliance Solutions. Provide 24×7 pager coverage for certain products. Thrive in a fast‑paced, self‑managing, dynamic environment. Job Qualifications BA/BS degree in Computer Science, BCIS, or related field, or equivalent work‑related experience. Minimum of 3 years previous technical customer service experience. Previous banking experience in new accounts or lending preferred. Flexible work hours from 7:00a.m. to 7:00p.m. Compensation & Benefits Compensation range: USD $57,400.00 – $98,350.00, depending on location and qualifications. The role is eligible for a bonus structure. Benefits include Medical, Dental, Vision, 401(k), FSA/HSA, Commuter Benefits, Tuition Assistance Plan, Vacation and Sick Time, and Paid Parental Leave. Full details of benefits are available upon request. EEO Statement All qualified applicants will receive consideration without regard to race, color, religion, sex (including pregnancy, gender identity, transgender status, and sexual orientation), national origin, disability, age, genetic information, veteran status, or any other characteristic protected by applicable law, and we do not tolerate discrimination on any of these bases. #J-18808-Ljbffr