Technical Support Representative

About This Role

Provide technical support to internal and external customers on Wolters Kluwer products and online platforms, troubleshooting and resolving issues received through various channels while maintaining timely and accurate feedback.

Responsibilities

• Provide technical support to internal and external customers on WK products, services, or processes
• Troubleshoot and resolve customer and employee issues for Wolters Kluwer products and online platforms
• Create and manage cases received through phone, email, and Salesforce
• Complete routine and daily requests
• Manage and complete long-term projects
• Manage multiple cases at one time, providing details and updates until resolved
• Work with customers to quickly get to the root of their problem
• Provide timely and accurate customer feedback
• Walk customers through a series of actions to resolve a problem
• Follow up with customers to ensure the problem is resolved

Requirements

• Technical support experience
• Customer service experience
• Troubleshooting skills

Qualifications

• Bachelor’s Degree OR High School diploma or GED
• 2 years' experience in a customer/technical support environment with a high school diploma or GED, or entry-level with a Bachelor's Degree

Nice to Have

• Bachelor's Degree in MIS or Information Technology
• Experience working in a support center
• General troubleshooting including computer/browser/network

Skills

* Required skills

Benefits