Associate Customer Service Technical Specialist

at  Wolters Kluwer

Wolters Kluwer is a global provider of professional information, software solutions, and services for clinicians, nurses, accountants, lawyers, and tax, finance, audit, risk, compliance, and regulatory sectors. Innovation is key to delivering solutions that help our customers make critical decisions and work smarter every day. Our commitment to innovation requires that we step out of our day-to-day routine and think bigger – with more creativity and collaboration across the business
Summary
In this role the successful candidate will work as part of a team providing first level customer support service for customers (mainly accounting practices) using our accounting software (CCH Central Suite of products and our cloud solution, CCH OneClick). This role provides resolution to product issues by phone, Support Portal or web chat.
The successful candidate will be a confident, determined self-starter with excellent problem solving and communication skills. We like quick learners that enjoy resolving challenging situations. You will get the flexibility to work in an environment where there is opportunity to make decisions based on priority. You will be required to learn and support a number of our products and whilst specific application and IT skills are important, a commitment to providing excellent customer service, taking initiative and working with a strong team ethic are equally so. You will be supported by colleagues from across the team to ensure you are supported in learning the products and systems you need to support.

Key Responsibilities

• Resolve standard technical and product related issues reported by users via e-mail, telephone and remote access, using established policies and procedures
• Analyze technical questions or reproduce technical problems and provide or develop appropriate solutions related to supported applications/functionality using general knowledge acquired through education or experience
• Perform routine assignments and use established department policies and procedures to solve problems

Key Requirements

• Bachelor’s Degree or equivalent relevant experience
• Some experience in a B2B technical customer service or implementation role
• General knowledge or experience with cloud computing platforms such as Azure, Google Cloud, and AWS
• General knowledge of database technologies such as Microsoft SQL Server or Oracle
• The above statements are intended to describe the general nature and level of work performed by employees assigned to this job. They are not intended to be an exhaustive list of all duties, responsibilities, and qualifications as these may vary depending on location and line of business. The specific requirements may differ due to local or regional differences.

Our offer
Working in a global and solid company but still have a major impact at the local business. Being part of a dynamic and engaged multi-functional team in an industry with big changes ahead. You will work in a team of dedicated, professional, and nice colleagues.
Based in our fantastic Kingston office.
For more details please contact Carl Rigby at
carl.rigby@wolterskluwer.com

• Resolve standard technical and product related issues reported by users via e-mail, telephone and remote access, using established policies and procedures
• Analyze technical questions or reproduce technical problems and provide or develop appropriate solutions related to supported applications/functionality using general knowledge acquired through education or experience
• Perform routine assignments and use established department policies and procedures to solve problem