Job Information
Wolters Kluwer Senior Customer Service Technical Associate in Wichita, Kansas
Basic Function
As a Senior Customer Service Technical Associate your primary responsibility will be to provide support to our tax software clients. This role provides resolution to moderate and complex product specific inquiries by phone, email, and online chat. In this role, you will need to develop strong product knowledge in order to correlate customer inquiries to WK products and solutions. You will then resolve these issues utilizing the information provided in product guides and support knowledge databases.
Essential Duties and responsibilities
Manage phone, e-mail, and chat support for moderate to complex product or content issues; identify, resolve, and escalate issues when necessary; document these interactions in our customer relationship database
Identify and document resolution to reoccurring inquiries
Mentor existing staff and monitor open cases to assure timely and effective resolution
Cross-train on other WK products and systems
Participate and/or Lead in projects and as well as process improvement initiatives
Participate in product testing and review as required
Secure and keep confidential product and customer data
Other Duties
Other duties as assigned.
Please note: As a Senior Customer Service Technical Associate , you must be able to work a flexible schedule that includes normally scheduled evening hours. You must also be able to work overtime hours that may include evenings & weekends as needed to meet objectives during peak season.
Job Qualifications
Minimum Qualifications:
- Bachelor’s Degree in Business or a business-related field or equivalent experience in tax or accounting
Preferred Qualifications:
• 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: (First list requirements, followed by preferences.)
Requires advanced computer and internet skills including Microsoft Office
Requires service orientation - high commitment to meeting needs of customers and colleagues
Requires advanced professional communication skills both written and verbal
Requires the ability to adhere to a structured work schedule and efficiently self-manage work time
Requires strong problem-solving skills, including the ability to actively listen, and ask meaningful probing questions
Ability to diffuse and provide effective resolution to customer complaints
Strong analytical and decision-making skills
Must be able to learn and apply technical knowledge, work within defined policy and procedures, and use standardized tools and technology to perform job functions
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
Knowledge of tax, accounting and audit principles, practices and legislation/regulations
CPA, EA or other Accounting Certification is a plus
Travel requirements
None
Physical Demands
Normal Office Environment
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.