Customer Service Representative

Wolters Kluwer • Dover, DE • 17h ago

LOCATION: Remote U.S. locations

OVERVIEW

You will provide positive, supportive environment, generous benefits package, and comprehensive training program. You will provide support to internal and external clients on product-specific issues. Provide application support to customers by phone, email, chat and/or remote system access. You will develop strong product knowledge as demanded by this role to meet customer needs-capacity to learn/engagement is more important than technical background. You will troubleshoot client issues associated with enterprise application including customer client networks for this complex product that large corporations use to manage their legal matters with law firms.

RESPONSIBLITIES

Provide 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.

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

Demonstrates 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, including driving escalated issues to closure

Motivated contributor to team knowledge share, meetings, and documentation to reduce recurring issues and inquiries

QUALIFICATIONS

Education: high school education or equivalent, bachelor's degree preferred

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

TRAVEL: none

LI-Remote

Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process.

EQUAL EMPLOYMENT OPPORTUNITY Wolters Kluwer U. S. 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.

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