Customer Service Technical Associate

At Wolters Kluwer TAA, customer experience is core to everything we do. Our Service Excellence Team?s top priority is to make our customers successful and to ensure that their experience using Wolters Kluwer?s products is delightful, by delivering high quality, speedy, personable, and conversational support. As a Customer Service Technical Associate, you are responsible for the success of our customers. This is a demanding role that requires a unique skillset to provide resolution to moderate and complex inquiries by phone, online chat, or email. As the voice of Wolters Kluwer, you will act both as an advocate for our product, and as a champion for our users. Your job is to ensure that Wolters Kluwer customers have the best experience possible, no matter what channel they choose to contact us. We take customer service seriously and this position is essential to the team?s success. This is the perfect role for someone looking to get into Product Management, Product Development, and Sales. Essential Duties and responsibilities Effectively resolve customer questions through phone, e-mail, and chat for system or content issues. Take ownership of customer cases from beginning to end. Record client interactions in our customer relationship database. Participate in projects and process improvement initiatives as need arises. Provide general reports to management as requested. Participate in product testing and review as needed. Secure and keep confidential product and customer data. Other Duties Please note: This is a HYBRID role - working in the office 2 days per week. Must be able to work a flexible schedule during peak seasons that will include some evening & weekends overtime hours (January to April and September to October). Job Qualifications Minimum Qualifications: Associates Degree in a business-related field OR 1 year of experience in accounting or tax OR 2 years of experience in any type of customer service role. Ability to commute to the office in Kennesaw, Georgia OR Wichita, Kansas every Tuesday and Wednesday. Available for overtime. 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 Ability to diffuse and provide effective resolution to customer complaints Travel requirements None Physical Demands Normal office environment Wolters Kluwer is a global leader in professional information services. Professionals in the areas of legal, business, tax, accounting, finance, audit, risk, compliance and healthcare rely on Wolters Kluwer's market leading information-enabled tools and software solutions to manage their business efficiently, deliver results to their clients, and succeed in an ever more dynamic world. Every day, our customers make critical decisions to help save lives, improve the way we do business, and build better judicial and regulatory systems. We help them get it right. For more information about our solutions and organization, visit www.wolterskluwer.com, follow us on Twitter, Facebook, LinkedIn, and YouTube. Benefits: A comprehensive benefits package that begins your first day of employment. Additional Information: Wolters Kluwer offers great benefits and programs to help meet your needs and balance your work and personal life, including Medical, Dental, & Vision Plans, 401(k), FSA/HSA, Commuter Benefits, Tuition Assistance Plan, Vacation and Sick Time, and Paid Parental Leave. Full details of our benefits are available - https://www.mywolterskluwerbenefits.com/index.html Diversity Matters: Wolters Kluwer strives for an inclusive company culture in which we attract, develop, and retain diverse talent to achieve our strategy. As a global company, having a diverse workforce is of the utmost importance. We've been recognized by employees as a European Diversity Leader in the Financial Times, as one of Forbes America?s Best Employers for Diversity in 2022, 2021 and 2020 and as one of Forbes America?s Best Employers for Women in 2021, 2020, 2019 and 2018. In 2020, we placed third in the Female Board Index, and were recognized by the European Women on Boards Gender Diversity Index. Wolters Kluwer and all of our subsidiaries, divisions and customer/departments is an Equal Opportunity / Affirmative Action employer. If making a difference matters to you, then you matter to us. Join us, at Wolters Kluwer, and be part of a dynamic global technology company that makes a difference every day. We?re innovators with impact. We provide expert software and information solutions that the world?s leading professionals rely on, in the moments that matter most. You?ll make a real difference in the lives of millions of people. Together with our customers, we help to advance sustainability, health, justice, prosperity, and commerce around the world. You can thrive at Wolters Kluwer, where diversity is core to our collective strength and high performance. Be your unique self, share your creative ideas, do your best work, and take time to grow in our caring and inclusive culture where you can belong. Wolters Kluwer reported 2023 annual revenues of ?5.6 billion. The group serves customers in over 180 countries, maintains operations in over 40 countries, and employs approximately 21,400 people worldwide. Our customers work in industries which impact the lives of millions of people every single day. Our mission is to empower our professional customers with the information, software solutions, and services they need to make critical decisions, achieve successful outcomes, and save time. Our expert solutions combine deep domain knowledge with technology to deliver both content and workflow automation to drive improved outcomes and productivity for our customers. We are committed to helping professionals improve the way they do business and solve complex problems with our range of digital solutions and services, which we continuously evolve to meet their changing needs. Our 188-year legacy and portfolio represent thousands of customers worldwide. For more information about our solutions and organization, visit www.wolterskluwer.com, follow us on Twitter, Facebook, and LinkedIn. Wolters Kluwer has a dedicated team of experienced talent acquisition professionals who are ready to hear what makes you tick and share how Wolters Kluwer can help you achieve your goals and ambitions. Here Rasi Fawaz shares some tips on what recruiters are looking for on a resume. As a global organization, we recognize that solving a wide range of complex problems requires diverse perspectives and innovative thinking. We know that bringing our best to our customers, communities, and other key stakeholders requires a highly engaged and talented workforce ? one that represents the diversity of those we serve and the communities where we live and work. We aim to provide a welcoming environment and equitable opportunities for all employees regardless of background, nationality, race, ethnicity, gender, gender identity, age, sexual orientation, marital status, disability, or religion. This principle is ingrained in our company values and articulated in our Code of Business Ethics. At Wolters Kluwer, you?ll feel valued for your contributions, and you?ll know that your health, safety, and well-being are important to us. Our well-being benefits provide tools, programs, and resources to help our diverse employees feel healthy, happy, safe, and prosperous. In 2024 we were awarded Ragan?s Top Places to Work for Employee Wellbeing: Large Organization, in recognition of our commitment to maintaining and enhancing the well-being of our colleagues through our ?Together we thrive? well-being program. Wolters Kluwer and all 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 any other protected status. GDPR Careers Privacy and Cookies Wolters Kluwer (?we? or ?us?) wants to inform you about the ways we process your personal information. In this Privacy & Cookie Notice we explain what personal information we collect, use and disclose. You'll find details related to GDPR and other data privacy policies on our Careers Privacy and Cookies page.