• Job Description

  Req#: R0049402

  LOCATION: Hybrid - 8 days a month in the office: Indianapolis IN, Philadelphia PA, Madison WI, 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.

  The shift will be 12:00pm ET – 9pm ET. Training for the first six weeks will be 8:00am ET – 5:00pm.

  You will report to the Manager, Customer Service Operations.

  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
  • 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

  #LI-Hbrid

  Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process.

  Compensation:

  Target salary range CA, CT, CO, DC, HI, IL, MD, MN, NY, RI, WA: $45,100 - $61,700

• About the company

  Wolters Kluwer NV is an American Dutch information services company.

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