Senior Customer Service Technical Associate

Wolters Kluwer Kennesaw , GA 30152

Posted 2 weeks ago

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Job Description: Summary

As a Senior Customer Service Technical Associate your primary responsibility will be to resolve moderate to complex technical product issues. This role will provide support to internal and external customers on product specific issue by phone, email, and online chat. In this role, you will need to develop strong product knowledge in order to correlate customer inquiries to products and solutions. You will then resolve these issues utilizing the information provided in product guides and support knowledge databases.

Essential Duties and Responsibilities

Manage phone, e-mail, and chat support for moderate to complex product or content issues; identify, resolve, and escalate issues when necessary; document these interactions in our customer relationship database
Identify and document resolution to reoccurring inquiries
Mentor existing staff and monitor open cases to assure timely and effective resolution
Cross-train on other products and systems
Participate in projects and as well as process improvement initiatives
Participate in product testing and review as required
Secure and keep confidential product and customer data

Please note: As a Senior Customer Service Technical Associate, you must be able to work a flexible schedule that includes normally scheduled evening hours. You must also be able to work overtime hours that may include evenings & weekends as needed to meet objectives during peak season.

Minimum Qualifications:

Bachelor's Degree MIS, Computer Science, or Information technology, or
Associate's Degree or Technical Certification(s) and 2 years of professional work experience in IT or Desktop Support, or
High School Diploma or GED and 4 years of professional work experience in IT or Desktop Support

Preferred Qualifications:

MCITP, MCSE, CCA, Network+, Server+, A+ Technical Certification
Experience working in a help desk or customer support environment
Experience working with computer networks & internet software
Experience with technology testing, Citrix, networking, internet services, client server, SQL scripting, and database tables
Experience with Windows registry and application permission keys
Use of SalesForce.com
Other Knowledge, Skills, Abilities or Certifications: (First list requirements, followed by preferences.)
Advanced desktop and mobile computing skills, working knowledge of internet browsing and searching
Intermediate Microsoft Office skills
Service orientation - high commitment to meeting needs of customers and colleagues
Advanced professional communication skills both written and verbal Ability to diffuse and provide effective resolution to customer complaints
Strong analytical and decision making skills
Detail-oriented and able to handle multiple top priorities
Ability to function in a fast-paced, collaborative, matrixed team environment
Strong work ethic and passion for excellence
Ability to work flexible schedule and manage overtime as required to meet objectives

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