Technical Customer Service Representative - Wolters Kluwer

NOTE: This hybrid position requires eight days a month in office at a specified Wolters Kluwer location.

Summary

The Technical Customer Service team delivers 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.

The Technical Customer Service Representative provides 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.

The Technical Customer Service Representative is 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.

Additional Information: https://www.wolterskluwer.com/en/health

Essential Duties and Responsibilities

Under regular supervision, the Technical Customer Service Representative provides customer support for a variety of inquiries, including:

• Assist with account lookup and navigation, as well as product access extensions, adjustments and/or related issues.

• Respond to customer inquiries that include order entry, adjustments, subscriptions, and queries related to existing orders from multiple sources.

• 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.

• Able to work extended hour shift.

• Perform other tasks/duties as assigned.

Job Qualifications

Education

• High school diploma, GED, or equivalent required

Required Experience

• Previous customer service experience

• Proficiency in Microsoft Office/Office 365

Preferred Skills

• 1+ years of experience within a Call Center role or equivalent (i.e., trade school or other training)

• Experience with CRM systems.

Other Knowledge, Skills, Abilities

• Excellent communication and organizational skills

• Ability to maintain professionalism and high level of service through difficult customer interactions.

• Ability to multi-task and work in a fast-paced environment

LI-Hybrid