Senior Customer Service Technical Associate

Wolters Kluwer Kennesaw , GA 30152

Posted 2 weeks ago

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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Senior Customer Service Technical Associate

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