Wolters Kluwer Senior Customer Service Technical Associate in Wichita, Kansas
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 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 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 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.
Bachelor’s Degree in Accounting/Finance or related business field, or
Associate’s Degree and 2 years of professional work experience preparing tax returns or performing accounting/finance related duties, or
High School Diploma or GED and 4 years of professional work experience preparing tax returns or performing accounting/finance related duties
Bachelor’s degree in Business, Accounting or Finance
Ability to effectively communicate with customers in English and Spanish.
Experience working with 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.)
Knowledge of tax, accounting and audit principles, practices and legislation/regulations
Advanced computer and internet skills including Microsoft Office
Service orientation - high commitment to meeting needs of customers and colleagues
Advanced professional communication skills both written and verbal
Ability to diffuse and provide effective resolution to customer complaints
Strong analytical and decision making skills
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
CPA, EA or other Accounting Certification is a plus
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.