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    Customer Service Technical Associate - Boise, United States - Idaho State Job Bank

    Idaho State Job Bank
    Idaho State Job Bank Boise, United States

    3 weeks ago

    Idaho State Job Bank background
    Description


    Customer Service Technical Associate at Wolters Kluwer in Boise, Idaho, United States Job Description Basic Function At Wolters Kluwer TAA, customer experience is core to everything we do.

    Our Service Excellence Team's top priority is to make our customers successful and to ensure that their experience using Wolters Kluwer's products is delightful, by delivering high quality, speedy, personable, and conversational support.

    As a Customer Service Technical Associate, you are responsible for the success of our customers.

    This is a demanding role that requires a unique skillset to provide resolution to moderate and complex inquiries on our Tax and Accounting products, by phone, online chat, or email.

    As the voice of Wolters Kluwer, you will act both as an advocate for our product, and as a champion for our users.

    Your job is to ensure that Wolters Kluwer customers have the best experience possible, no matter what channel they choose to contact us.

    We take customer service seriously and this position is essential to the team's success. This is the perfect role for someone looking to get into Product Management, Product Development, and Sales.

    Essential Duties and responsibilities + Partner with our customers to effectively resolve customer questions through phone (primary channel), chat and email for system, or product, issues.

    + Take ownership of customer cases from beginning to end. Identify, resolve, and escalate issues when necessary; document these interactions in our customer relationship database. + Participate in projects and as well as process improvement initiatives.

    + Provide general reports to management as requested + Participate in product testing and review as required + Secure and keep confidential product and customer data Other Duties Performs other duties as assigned by supervisor.


    Please note:

    As a Technical Support Representative, you must be able to work a flexible schedule that includes normally scheduled evening hours and Saturday hours.


    Job Qualifications Education and Experience:

    Minimum:
    Associates Degree in MIS, Computer Science, or Information Technology OR equivalent work experience


    Preferred Qualifications:
    + MCITP, MCSE, CCA, Network+, Server+, A+ Technical Certification + Experience working in a help desk or customer support environment. + Experience working with computer networks & internet software. + Experience with technology testing, Citrix, networking, internet services, client server, SQL scripting, and database tables + Experience with Windows registry and application permission To view full details and how to apply, please login or create a Job Seeker account
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