Senior Customer Service Technical Associate

As a Senior Customer Service Technical Associate your primary responsibility will be to provide support to our tax software clients. This role provides resolution to moderate and complex product specific inquiries by phone, email, and online chat. In this role, you will need to develop strong product knowledge in order to correlate customer inquiries to WK 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 WK products and systems
• Participate and/or Lead 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

Other Duties

Other duties as assigned.

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.

Job Qualifications

Minimum Qualifications:

• Bachelor’s Degree in Business or a business-related field

OR

• Two years of experience or knowledge in one or more of the following areas: accounting and bookkeeping; financials and reporting; sales and customer relationship management

OR

• Three years of experience in a customer-facing role with the ability to build collaborative relationships using positive language and a service-oriented attitude

Preferred Qualifications: 

• Bachelor’s degree in Business, Accounting or Finance
• Experience working with CCH tax and accounting software
• Tax preparation or accounting experience
• Experience working in a help desk or customer support environment

• Use of SalesForce.com

Other Knowledge, Skills, Abilities or Certifications:  (First list requirements, followed by preferences.) 

• Requires advanced computer and internet skills including Microsoft Office 
• Requires service orientation - high commitment to meeting needs of customers and colleagues
• Requires advanced professional communication skills both written and verbal
• Requires the ability to adhere to a structured work schedule and efficiently self-manage work time
• Requires strong problem-solving skills, including the ability to actively listen, and ask meaningful probing questions
• Ability to diffuse and provide effective resolution to customer complaints
• Strong analytical and decision-making skills
• Must be able to learn and apply technical knowledge, work within defined policy and procedures, and use standardized tools and technology to perform job functions
• 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
• Knowledge of tax, accounting and audit principles, practices and legislation/regulations
• CPA, EA or other Accounting Certification is a plus

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