LOCATION:** Hybrid - 8 days a month in the office: Indianapolis IN, Philadelphia PA, Madison WI, Hagerstown MD
**OVERVIEW**
As a Customer Service Technical Associate, you will enhance the customer experience by addressing a wider range of technical issues and providing more in-depth 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
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.
**OVERVIEW**
As a Customer Service Technical Associate, you will enhance the customer experience by addressing a wider range of technical issues and providing more in-depth 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
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.
Job ID: 480218532
Originally Posted on: 6/7/2025
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