Associate Customer Service Technical Specialist - Hybrid

Wolters Kluwer•Saint Cloud, MN

22h•Hybrid

About The Position

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.

Requirements

BA/BS degree in Computer Science, BCIS or related field or equivalent work-related 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.

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
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.