Job description

Customer Service Representative
12 Months
Remote

The Customer Service Representative provides support to internal and external clients on technical and product specific issues. May provide remote technical and application support to customers, by phone, email, chat and/or remote system access. Strong knowledge of product specialty as this role demands more technical inclination than typical 1st line support. Requires ability to discern/creatively troubleshoot client issues associated with enterprise application including bespoke client networks. Requires developing strong knowledge of complex product, and clear/concise communication/documentation to client questions relating to the application.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Essential activities of the Customer Service Representative include: providing application support to both internal teams and external customers; contributing subject matter expertise to ensure customer satisfaction and organizational success; maintaining performance standards and representing Wolters Kluwer.

Specific responsibilities and requirements:

• Demonstrates solid knowledge of application, product, and services
• Provides support and troubleshooting of application to both internal teams and external customers via telephone, live online chat and email
• Strong analytical skills to identify origin/cause, initiate research and promptly respond to cases that may be handled without escalation (e.g., product operation, product content)
• Effectively communicates to internal and external clients and records concise documentation of cases
• Working cross-functionality to proactively resolve specialized, procedural, and operational issues; escalating cases that require additional expertise
• Independently and in team environment, apply troubleshooting methodologies to drive escalated issues to closure
• Delivers timely responses to business owners, stakeholders, and users on issue status and resolution
• Motivated contributor to team knowledge share, meetings, and documentation to reduce recurring issues and inquiries

OTHER DUTIES

Represents Wolters Kluwer by developing and maintaining comprehensive knowledge of Wolters Kluwer products, industry trends and general business and financial acumen through various sources and initiatives; communicating in a professional, compelling, and articulate manner of speech, writing and formal presentation; behaving in ways that demonstrate corporate core values and culture; developing professional and positive relationships with customers and colleagues; and maintaining a reputation of competence, integrity and professionalism.

JOB QUALIFICATIONS
Education
Minimum, high school education or equivalent, bachelor’s degree preferred
Experience, Knowledge and Tools
Minimum Experience: 2 years of client-facing application support experience, including:

• Troubleshooting product issues, and reporting issues via phone/e-mail/chat
• Working cross-functionally to resolve technical, procedural, or operational issues
• Working collaboratively with individuals at all levels of the organization
• Executing to short and long-term plans
• Training internal and external customers to mitigate recurring requests for help

Tools:

• CRM Application; e.g., Sales Force
• Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
• Microsoft Server products (e.g., Windows Server, SQL, MS Project)
• Visio
• Microsoft Access
• BusinessObjects

Other Knowledge, Skills, Abilities or Certifications: (First list requirements, followed by preferences)

• Analytical skills
• Interpersonal and collaborative skills
• Problem solving and decision making skills
• Written and verbal communication skills
• Prioritization, multitasking and organizational skills
• Conflict resolution

Job Type: Contract

Pay: $19.00 - $20.00 per hour

Schedule:

• 8 hour shift
• Monday to Friday

Experience:

• Customer service: 5 years (Preferred)
• CRM software: 2 years (Preferred)
• Salesforce: 1 year (Preferred)
• MS Visio: 1 year (Preferred)
• Microsoft Windows Server: 1 year (Preferred)
• SQL: 1 year (Preferred)
• Business Objects: 1 year (Preferred)

Work Location: Remote

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