Customer Service Technical Associate - Tax Content

Wolters Kluwer•Coppell, TX

3d•Onsite

About The Position

The Customer Service Technical Associate provides support to our business and individual tax software clients and to our practice clients. This role provides resolution to moderate and complex inquiries by phone, online chat or email and answers are based upon information provided in product guides and support knowledge databases and other internal tools.

Requirements

Associates Degree a business-related field OR equivalent Customer Service work experience.
1 years of experience or knowledge in one or more of the following areas: accounting and bookkeeping; financials and reporting; sales and customer relationship management
2 years of experience in a customer-facing role with the ability to build collaborative relationships using positive language and a service-oriented attitude
Knowledge of tax, accounting and audit principles, practices and legislation/regulations
Computer and internet skills including Microsoft office
Service orientation - high commitment to meeting needs of customers and colleagues
Strong communication skills both written and verbal
Ability to diffuse and provide effective resolution to customer complaints
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

Nice To Haves

Educational background 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

Responsibilities

Handle phone, e-mail, and chat support for moderate to complex system or content issues; identify, resolve, and escalate issues when necessary; record these interactions in our customer relationship database
Identify and document resolution to reoccurring inquiries
Cross-train on other products and systems
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
Performs other duties as assigned by supervisor.