Customer Service Technical Associate

6 Days ago • 1-2 Years

About the job

SummaryBy Outscal

Provide technical support to clients for all products. Must have 1-2 years of experience in customer service or technical support, strong communication skills, and proficiency with Microsoft Office Suite. Experience with internet-based software applications is preferred.

OVERVIEW

Clinical Surveillance and Compliance is currently searching for a Customer Service Technical Associate for our Client Support and Training team. Technical Customer Support Associates are responsible for providing front line support for clients, both via phone and email communication. In their role, Technical Customer Support Associates will possess working knowledge of all product applications. The role will provide excellent customer service to clients and internal staff. Main duties will include screening and triaging support calls and emails for first call resolution or escalation to appropriate parties.

Summary of responsibilities:

  • Provide support to customers for all products
  • Create, monitor and complete support cases generated from incoming client calls, emails, and internal requests
  • Gather requirements from internal and external clients to appropriately handle support cases
  • Communicate to internal and external clients the status of support issues being worked on
  • Prepare and escalate cases that require further assistance to Product Specialists
  • Assist in the development of team processes and procedures in an effort to streamline and increase efficiency
  • Train product end users and new Support staff as needed
  • Act as a resource to the Manager, Customer Service on special projects

Qualifications:
Education: High School diploma required or equivalent

Required experience: 1-2 years experience in a customer service or technical support role


Other preferred knowledge, skills, abilities or certifications:
• Experience with Microsoft Office Suite

• Excellent oral and written communication skills
• Excellent attention to detail and thorough work skills
• Excellent organizational and prioritization skills
• Experience with internet based software applications, including troubleshooting

The above statements are intended to describe the general nature and level of work being performed by most people assigned to this job.  They are not intended to be an exhaustive list of all duties and responsibilities and requirements.

About The Company

Wolters Kluwer (EURONEXT: WKL) is a global leader in professional information, software solutions, and services for the healthcare, tax and accounting, financial and corporate compliance, legal and regulatory, and corporate performance and ESG sectors. We help our customers make critical decisions every day by providing expert solutions that combine deep domain knowledge with specialized technology and services.  

Wolters Kluwer reported 2022 annual revenues of €5.5 billion. The group serves customers in over 180 countries, maintains operations in over 40 countries, and employs approximately 20,000 people worldwide. The company is headquartered in Alphen aan den Rijn, the Netherlands.

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