Technical Customer Service Associate

2 Months ago • 2 Years + • Customer Service • ₹45,100 LPA - ₹61,700 LPA

Job Summary

Job Description

As a Customer Service Technical Associate, you will improve the customer experience by handling a wider range of technical issues and providing detailed support. This role includes operational and administrative tasks, ensuring customers get prompt, accurate solutions to their concerns. Responsibilities include addressing customer problems via phone and email, meeting quality metrics, explaining information, using critical thinking, software testing, remote computer control, and escalating issues when necessary. This position does not involve programming or systems administration.
Must have:
  • 2+ years of experience in a B2B technical service role
  • Knowledge of technical customer service processes
  • Excellent verbal and written communication skills
  • Troubleshooting and solving technical issues
  • Working with professionals via phone and email
  • Building rapport with co-workers and customers
Good to have:
  • Gathering and analyzing customer data and user requirements
  • Integrating information from multiple sources quickly and accurately
  • Demonstrated ability to prioritize and manage multiple projects
  • Working in a fast paced, dynamic, and changing environment
  • Experience documenting information in a CRM system
  • Experience using an order fulfillment system
  • Experience with Microsoft Office Suite applications

Job Details

LOCATION:  Hybrid - 8 days a month in the office: Indianapolis IN, Philadelphia PA, Madison WI, Hagerstown MD

OVERVIEW

As a Customer Service Technical Associate, you will enhance the customer experience by addressing a wider range of technical issues and providing more in-depth support. Your role will involve a mix of operational and administrative tasks, ensuring customers receive prompt and accurate solutions to their concerns.

The shift will be 12:00pm ET – 9pm ET.  Training for the first six weeks will be 8:00am ET – 5:00pm.

You will report to the Manager, Customer Service Operations.

RESPONSIBILITIES

  • Receive, evaluate, and answer customer problems and issues in a timely manner following established customer service procedures via phone and email
  • Maintain or exceed quality performance metrics, including call monitoring scores
  • Communicate and explain information and data to customers and other team members
  • Utilize critical thinking
  • Software testing to identify bugs and potential fixes
  • Assume remote control over customers’ computers when necessary to resolve problems
  • Escalate issues for resolution when warranted
  • Works non-standard hours when necessary
  • Performs other duties as requested by Manager
  • This position does not involve programming or systems administration

QUALIFICATIONS

Education:  2+ years’ experience in a B2B technical service role or equivalent education

Experience:

  • Knowledge of technical customer service processes
  • Excellent verbal and written communication skills
  • Troubleshooting and solving technical issues (connectivity, hardware, and software)
  • Working with professionals via phone and email
  • Building rapport with co-workers and customers
  • Gathering and analyzing customer data and user requirements.
  • Integrating information from multiple sources quickly and accurately.
  • Demonstrated ability to prioritize and manage multiple projects.
  • Working in a fast paced, dynamic, and changing environment.
  • Experience documenting information in a CRM system.
  • Experience using an order fulfillment system.
  • Experience with Microsoft Office Suite applications including Word, Excel, PowerPoint and Outlook

TRAVEL: > 5% for occasional team meetings

#LI-Hbrid

Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process.

Compensation:

Target salary range CA, CT, CO, DC, HI, IL, MD, MN, NY, RI, WA: $45,100 - $61,700

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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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