CUSTOMER SERVICE TECHNICAL ASSOCIATE - ONLINE PRODUCT SUPPORT REP. 1 (REMOTE)

Customer Service Technical Associate - Online Product Support Rep. 1 (remote) at Wolters Kluwer in Boise, Idaho, United States Job Description LOCATION : Remote U.

S. OVERVIEW You will deliver world-class customer service with a high level of professionalism, diplomacy, and knowledge about Wolters Kluwer products and business practices.

Our values propel us to put the customer at the center of everything we do, honor our commitment to continuous improvement and innovation, aim high and deliver the right results, and most importantly : win as a team.

You will provide technical and customer pre- and post-sales support across Wolters Kluwer Health applications through analysis and problem solving to facilitate installation, implementation, maintenance, education, and documentation for online and desktop software.

The customer base spans across individuals, medical professionals and students, medical and academic faculty and researchers who interact with customer service.

You are responsible for utilizing various information systems such as Salesforce CRM, backend support and fulfillment systems, etc.

to provide account maintenance, order entry, and customer service via phone, email, and chat for Wolters Kluwer customers.

You will report to the Online Product Support Supervisor. DUTIES You will provide customer support for a variety of inquiries, including : + Account lookup, navigation, access extensions and / or adjustments, and inquries about order entry.

The Representative will be required to effectively multitask by accessing and updating customer records within multiple computer applications, systems, and resources.

• Managing customer inquiries from onset to resolution using established procedures to solve routine problems + Manage database records to maintain customer accounts, ensuring accurate entry and upkeep of all transactions according to business policies + Manage information flow ensuring that enhancement requests, bugs, and other product issues are communicated.
• Use provided systems and procedures to monitor quality control for all customer interactions + Adhere to expected deadlines to ensure minimal backlogs and meet service level + Build brand advocacy and customer loyalty by employing WK values + Perform other tasks / duties as assigned.

QUALIFICATIONS Education : High school diploma, GED, or equivalent required Experience + Previous customer service experience required + Proficiency in Microsoft Office / Office 365 required + 1+ years of experience within a technical support role or equivalent (i.

e., trade school or other training) preferred + Experience with CRM systems preferred #LI-Remote EQUAL EMPLOYMENT OPPORTUNITY Wolters Kluwer U.

S. Corporation and all of its subsidiaries, divisions and customer / business units is an Equal Opportunity / Affirmative Action employer.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.

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