Customer Service Technical Associate

Wolters Kluwer - Madison, WI

Full-time - Entry Level

Madison, WI

1,001-5,000 employees

Publishing Industries

About the position

The Customer Service Technical Associate role at Wolters Kluwer involves providing front-line technical support to clients through phone and email communication. This position is part of the Client Support and Training team, focusing on delivering excellent customer service and ensuring effective resolution of client issues. The associate will be responsible for managing support cases, gathering client requirements, and assisting in the development of team processes to enhance efficiency.

Responsibilities

• Provide support to customers for all products
• Create, monitor and complete support cases generated from incoming client calls, emails, and internal requests
• Gather requirements from internal and external clients to appropriately handle support cases
• Communicate to internal and external clients the status of support issues being worked on
• Prepare and escalate cases that require further assistance to Product Specialists
• Assist in the development of team processes and procedures in an effort to streamline and increase efficiency
• Train product end users and new Support staff as needed
• Act as a resource to the Manager, Customer Service on special projects

Requirements

• High School diploma or equivalent
• 1-2 years experience in a customer service or technical support role
• Experience with Microsoft Office Suite
• Excellent oral and written communication skills
• Excellent attention to detail and thorough work skills
• Excellent organizational and prioritization skills
• Experience with internet based software applications, including troubleshooting