Customer Service Technical Associate

Basic Function

The content support representative provides support to our business and individual tax software clients and to our practice clients.

This role provides resolution to moderate and complex inquiries by phone, online chat or email and answers are based upon information provided in product guides and support knowledge databases and other internal tools.

Essential Duties and responsibilities

Handle phone, e-mail, and chat support for moderate to complex system or content issues; identify, resolve, and escalate issues when necessary;

record these interactions in our customer relationship database

• Identify and document resolution to reoccurring inquiries
• Cross-train on other products and systems
• Participate in projects and as well as process improvement initiatives
• Provide general reports to management as requested
• Participate in product testing and review as required
• Secure and keep confidential product and customer data

Other Duties

Performs other duties as assigned by supervisor.

Please note : As a Content Support Representative, you must be able to work a flexible schedule that includes normally scheduled evening hours and Saturday hours.

Job Qualifications

Education and Experience :

Minimum :

• Associates Degree a business-related field OR equivalent Customer Service work experience.
• 1 years of experience or knowledge in one or more of the following areas : accounting and bookkeeping; financials and reporting;

sales and customer relationship management

2 years of experience in a customer-facing role with the ability to build collaborative relationships using positive language and a service-oriented attitude

Preferred :

• Educational background in Business, Accounting or Finance
• Experience working with CCH tax and accounting software
• Tax preparation or accounting experience
• Experience working in a help desk or customer support environment
• Use of SalesForce.com

Other Knowledge, Skills, Abilities or Certifications :

• Knowledge of tax, accounting and audit principles, practices and legislation / regulations
• Computer and internet skills including Microsoft office
• Service orientation - high commitment to meeting needs of customers and colleagues
• Strong communication skills both written and verbal
• Ability to diffuse and provide effective resolution to customer complaints
• Detail-oriented and able to handle multiple top priorities
• Ability to function in a fast-paced, collaborative, matrixed team environment
• Strong work ethic and passion for excellence
• Ability to work flexible schedule and manage overtime as required to meet objectives

Travel Requirements

Less than 5% of domestic travel

Physical Demands

Normal office environment

location2 Locationslocation2 Locationslocation2 Locations The Power of Purpose

Wolters Kluwer reported 2020 annual revenues of 4.6 billion, employs over 19,000 people worldwide and maintains operations in over 40 countries.

The company is headquartered in Alphen aan den Rijn, the Netherlands. Wolters Kluwer shares are listed on Euronext Amsterdam (WKL) and are included in the AEX and Euronext 100 indices.

For more information about our solutions and organization, visit , follow us on , , and .

U.S. COVID-19 Vaccination Requirements

In order to help ensure a healthy and safe workplace for our employees, contingent workers and visitors, Wolters Kluwer currently requires all US employees to be fully vaccinated against COVID-19.

Candidates will be required to provide sufficient proof of full vaccination in order to be eligible for employment. Wolters Kluwer will consider all requests for reasonable accommodation for this requirement based on disability and / or sincerely held religious belief and will decide on an individualized basis whether an accommodation can be granted.