Associate Customer Service Technical Specialist - Hybrid at Wolters Kluwer

Saint Cloud, Minnesota, United States -

Full Time

Start Date

Immediate

Expiry Date

17 May, 26

Salary

81250.0

Posted On

16 Feb, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Technical Support, CRM, Salesforce, Problem Solving, MS SQL Server, SQL Scripting, Data Import/Export, SaaS Monitoring Tools, Splunk, Datadog, ASP.NET, AJAX, JSON, HTML/DHTML, CSS

Industry

Software Development

Description

Basic Function The Associate Customer Service Technical Specialist is responsible for providing support through various service channels: telephone, E-mail, Chat and Web Ticketing. The Associate Customer Service Technical Specialist resolves customer inquiries and problems with their use of Consumer Compliance software products, educates customers on products and services and matches product benefits with customer needs. This position is also responsible for the configuration of Compliance Solutions software in a customer’s network or on a SaaS platform. This position is directly accountable for the customer’s support experience as they contact SupportLine with questions and issues. This position must use the endorsed tools by entering CRM information timely, accurately and completely. Participation in a team environment is heavily relied upon as is the ability to work independently and solve problems with no obvious solution. The Associate Customer Service Technical Specialist must maintain current technical skillsets for the supported environment and knowledge of compliance-related regulations as they pertain to the products being supported. Essential Duties and Responsibilities Identifies and handles first level customer inquiries via phone, E-mail, chat and web ticketing. Effectively resolves customer problems - determine if the issue is user error or application design or application deficiency. Applies customer service policies. Educates customer on products and services offered. Enters information on customer call in Salesforce timely, accurately and completely. Actively participates in meetings Must thrive in a fast-paced, self-managing, dynamic environment. Understand key business drivers and build knowledge of the company, processes, and customers Database Administration - MS SQL Server, including knowledge of SQL scripting, jobs, maintenance plans, stored procedures, SQL troubleshooting skills Data import/export - Different file formats Knowledge of SaaS based monitoring tools for troubleshooting purposes, i.e., Splunk, Datadog Web experience in ASP.NET, AJAX, JSON, Web Services, ASMX, WSDL, HTML/DHTML, CSS. Familiarity with XML, MSLT, XSD, SOAP Other Duties Supports WKCS (Wolters Kluwer Compliance Solutions) digital products with an understanding of the operational aspects of the software products. Maintains a high-level understanding of industry technologies and how WKCS software interacts with them. Understands and utilizes internal tools for documentation and record keeping. Analyzes and documents customer issues with the goal of resolving during the first contact. Works on issues by performing team-based analysis and works with others within group to solve the problem. Ability to communicate application and technical issues in a written format. Takes an active approach to their ongoing education related to changing technologies and products Maintains strong understanding of financial institution banking and business processes. Understands Software Development life cycle approaches as utilized by Wolters Kluwer Compliance Solutions Completes special projects as assigned. 24 x 7 Pager Coverage is required for certain products Regular attendance. Job Qualifications Education: BA/BS degree in Computer Science, BCIS or related field or equivalent work-related experience. Experience: 1 year previous technical customer service experience. Working knowledge or experience with cloud computing platforms such as Azure, Google Cloud, and AWS Flexible work hours from 7:00 a.m. to 7:00 p.m. Physical Demands Sitting for long periods of time. Viewing a PC screen for long periods of time. This role will work in a hybrid model (minimum of 8 days a month in the office) at our St. Cloud, MN location. The above statements are intended to describe the general nature and level of work being performed by most people assigned to this job. They are not intended to be an exhaustive list of all duties and responsibilities and requirements. Our Interview Practices To maintain a fair and genuine hiring process, we kindly ask that all candidates participate in interviews without the assistance of AI tools or external prompts. Our interview process is designed to assess your individual skills, experiences, and communication style. We value authenticity and want to ensure we’re getting to know you—not a digital assistant. To help maintain this integrity, we ask to remove virtual backgrounds and include in-person interviews in our hiring process. Please note that use of AI-generated responses or third-party support during interviews will be grounds for disqualification from the recruitment process. Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process. Compensation: $47,600.00 - $81,250.00 USD This role is eligible for Bonus. Compensation range listed is based on primary location of the position. Actual base salary offer is influenced by a wide array of factors including but not limited to skills, experience and actual hiring location. Your recruiter can share more information about the specific offer for the job location during the hiring process. Additional Information: Wolters Kluwer offers a wide variety of competitive benefits and programs to help meet your needs and balance your work and personal life, including but not limited to: Medical, Dental, & Vision Plans, 401(k), FSA/HSA, Commuter Benefits, Tuition Assistance Plan, Vacation and Sick Time, and Paid Parental Leave. Full details of our benefits are available upon request. If making a difference matters to you, then you matter to us. Join us, at Wolters Kluwer, and be part of a dynamic global technology company that makes a difference every day. We’re innovators with impact. We provide expert software and information solutions that the world’s leading professionals rely on, in the moments that matter most. You’ll make a real difference in the lives of millions of people. Together with our customers, we help to advance sustainability, health, justice, prosperity, and commerce around the world. You can thrive at Wolters Kluwer, where diversity is core to our collective strength and high performance. Be your unique self, share your creative ideas, do your best work, and take time to grow in our caring and inclusive culture where you can belong. Wolters Kluwer reported 2023 annual revenues of €5.6 billion. The group serves customers in over 180 countries, maintains operations in over 40 countries, and employs approximately 21,400 people worldwide. Our customers work in industries which impact the lives of millions of people every single day. Our mission is to empower our professional customers with the information, software solutions, and services they need to make critical decisions, achieve successful outcomes, and save time. Our expert solutions combine deep domain knowledge with technology to deliver both content and workflow automation to drive improved outcomes and productivity for our customers. We are committed to helping professionals improve the way they do business and solve complex problems with our range of digital solutions and services, which we continuously evolve to meet their changing needs. Our 188-year legacy and portfolio represent thousands of customers worldwide. For more information about our solutions and organization, visit www.wolterskluwer.com, follow us on Twitter, Facebook, and LinkedIn. Wolters Kluwer has a dedicated team of experienced talent acquisition professionals who are ready to hear what makes you tick and share how Wolters Kluwer can help you achieve your goals and ambitions. Here Rasi Fawaz shares some tips on what recruiters are looking for on a resume. As a global organization, we recognize that solving a wide range of complex problems requires diverse perspectives and innovative thinking. We know that bringing our best to our customers, communities, and other key stakeholders requires a highly engaged and talented workforce – one that represents the diversity of those we serve and the communities where we live and work. We aim to provide a welcoming environment and equitable opportunities for all employees regardless of background, nationality, race, ethnicity, gender, gender identity, age, sexual orientation, marital status, disability, or religion. This principle is ingrained in our company values and articulated in our Code of Business Ethics. At Wolters Kluwer, you’ll feel valued for your contributions, and you’ll know that your health, safety, and well-being are important to us. Our well-being benefits provide tools, programs, and resources to help our diverse employees feel healthy, happy, safe, and prosperous. In 2024 we were awarded Ragan’s Top Places to Work for Employee Wellbeing: Large Organization, in recognition of our commitment to maintaining and enhancing the well-being of our colleagues through our ‘Together we thrive’ well-being program. To ensure we continue to drive innovation that enables us to develop products and services to best serve our customers, we cultivate a workplace culture rooted in mutual respect, bringing forward insights from a wide range of backgrounds, perspectives, and experiences. We are also committed to complying with laws requiring equal opportunity in hiring, promotion, and other employment decisions. All qualified applicants will receive consideration without regard to race, color, religion, sex (including pregnancy, gender identity, transgender status, and sexual orientation), national origin, disability, age, genetic information, veteran status, or any other characteristic protected by applicable law, and we do not tolerate discrimination on any of these bases. GDPR Careers Privacy and Cookies Wolters Kluwer (“we” or “us”) wants to inform you about the ways we process your personal information. In this Privacy & Cookie Notice we explain what personal information we collect, use and disclose. You'll find details related to GDPR and other data privacy policies on our Careers Privacy and Cookies page.

Responsibilities

The specialist provides first-level technical support via phone, email, chat, and web ticketing for Consumer Compliance software, resolving customer inquiries and educating them on products. This role also involves configuring Compliance Solutions software and accurately documenting all customer interactions in the CRM.