Answer inbound customer calls and/or emails, analyze and troubleshoot technical issues
Entering of customer information, reported issue, and troubleshooting steps into Salesforce.com problem tracking tool
Drive/own the resolution of issues and ensure that the resolutions resolve the customer's reported issue.
Work with various IT and Business Analyst resources to ensure timely resolution.
Responsible in creation/disablement of IDs for web-based products
Follow-up with internal customer to ensure resolution meets customer expectations.
Bachelor's degree preferred; former Help Desk with some technical experience required.
Former Help Desk experience required; prefer 2+ years of this experience
Experience in troubleshooting web-based applications
Commitment to service the customers' needs
Demonstrated strong customer service skills
Demonstrated technical and analytical skills
Ability to troubleshoot technical issues via the telephone
Responsive and result oriented
Knowledge of various OS Platforms and Networks
Ability to work in a fast-paced environment
Excellent follow-up skills
Experience with Help Desk call tracking tools (e.g., Salesforce.com) * Flexibility to cover multiple shifts * 2+ years utilizing MS Office Suite Applications (Word, Excel, Visio, Outlook) * Aptitude and drive to learn proprietary products and new releases; Strong analytical skills
Ability to work independently, as well as in a team environment
Excellent organizational, time management and multi-tasking skills, results driven, Self-starter
Ability to communication with technical and non-technical audience
Excellent written and verbal communication skills About Wolters Kluwer Wolters Kluwer N.V.
(AEX: WKL) is a global leader in information services and solutions for professionals in the health, tax and accounting, risk and compliance, finance and legal 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 2017 annual revenues of 4.4 billion.
The company, headquartered in Alphen aan den Rijn, the Netherlands, serves customers in over 180 countries, maintains operations in over 40 countries and employs 19,000 people worldwide.
Wolters Kluwer shares are listed on Euronext Amsterdam (WKL) and are included in the AEX and Euronext 100 indices.
For more information about our solutions and organization, visit follow us on Twitter, Facebook, LinkedIn, and YouTube.
EQUAL EMPLOYMENT OPPORTUNITY Wolters Kluwer U.
Corporation and all of 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 protected veteran status.
INFORMATION For any assistance with your application for this job opening, please call the HR Source at or email . TTY is also available at WKLWR2018 Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled
Job Type: Full Time - Regular