Customer Service Technical Associate – Tier 1

Wolters Kluwer • Indianapolis, IN

1d • $34,300 - $57,400 • Hybrid

About The Position

You will enhance the customer experience by addressing technical issues and by providing support. Your role will involve a mix of operational and administrative tasks by ensuring customers receive prompt and accurate solutions to their concerns. You will report to the Manager, Customer Service Operations. The shift will be 12:00pm – 9:00pm ET. Training for the first eight weeks will be 8:00am – 5:00pm ET.

Requirements

• 2+ years’ experience in a B2B technical service role or equivalent education
• Knowledge of the technical customer service processes
• Excellent verbal and written communication skills
• Troubleshooting and solving technical issues (connectivity, hardware, and software)
• Working with professionals via phone and email
• Building rapport with co-workers and customers
• Gathering and analyzing customer data and user requirements.
• Integrating information from multiple sources quickly and accurately.
• Demonstrated ability to prioritize and manage multiple projects.
• Working in a fast paced, dynamic, and changing environment.
• Experience documenting information in a CRM system.
• Experience using an order fulfillment system.
• Experience with Microsoft Office Suite applications including Word, Excel, PowerPoint and Outlook

Responsibilities

• Receive, evaluate, and answer customer problems and issues in a timely manner following established customer service procedures via phone and email
• Maintain or exceed quality performance metrics, including call monitoring scores
• Communicate and explain information and data to customers and other team members
• Utilize critical thinking
• Test software to identify bugs and potential fixes
• Assume remote control over customers’ computers to resolve problems
• Escalate more complex issues for resolution
• Helps with post-sale technical support services to customers, including installation, troubleshooting, problem resolution and maintenance of products and services
• This position does not involve programming or systems administration

Benefits

• Medical, Dental, & Vision Plans
• 401(k)
• FSA/HSA
• Commuter Benefits
• Tuition Assistance Plan
• Vacation and Sick Time
• Paid Parental Leave

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree