Customer Service Representative

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LOCATION:  Hybrid 8 days per month in the office – Kennesaw GA, Tampa FL, Houston TX, or Glastonbury CT

OVERVIEW

This remote role has an excellent record for launching bright, driven, candidates into successful careers in this 19,000-employee company. Positive, supportive environment, generous benefits package, and comprehensive training program.  The Customer Service Representative provides support to internal and external clients on product-specific issues. Provide application support to customers by phone, email, chat and/or remote system access. Training program enables development of strong product knowledge as demanded by this role to meet customer needs—capacity to learn/engagement is more important than technical background.  Requires ability to discern/creatively 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.  Requires clear/concise communication skills.

RESPONSIBILITIES

Essential activities of the Customer Service Specialist include providing 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.
• Works cross-functionality to proactively resolve specialized, procedural, and operational issues; escalates cases that require additional expertise.
• Independently and in team environment, applies 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:

• 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.

#LI-Hybrid

Compensation: