Customer Service Technical Associate
About The Position
Health, Pharmacy Health Technology, a key business within Wolters Kluwer Health, is a leading provider in the hospital pharmacy market and helps health-systems and health care professionals improve patient outcomes and prevent harm with our Software as a service (SaaS) solutions. The company offers a relaxed, creative and inspired environment where great people and ideas thrive. Health, Pharmacy Health Technology is currently searching for a Customer Service Technical Associate for their Client Support and Training team. Customer Service Technical Associates are responsible for providing front line support for clients, both via phone and email communication. In their role, Customer Service Technical Associates will possess working knowledge of all product applications. The role will provide excellent customer service to clients and internal staff. Main duties will include screening and triaging support calls and emails for first call resolution or escalation to appropriate parties.
Requirements
- High School diploma required or equivalent
- 1+ years’ experience in a customer service or technical support role
- Experience with Microsoft Office Suite
- Excellent oral and written communication skills
- Excellent attention to detail and thorough work skills
- Excellent organizational and prioritization skills
- Experience with internet-based software applications, including troubleshooting
Responsibilities
- Provide support to customers for all products
- Diagnose and resolve intermediate technical issues.
- Create, monitor, document and complete support cases generated from incoming client calls, emails, and internal requests
- Gather requirements from internal and external clients to appropriately handle support cases
- Communicate to internal and external clients the status of support issues being worked on
- Ensure thorough documentation of support actions
- Prepare and escalate cases that require further assistance to Product Specialists
- Assist in the development of team processes and procedures in an effort to streamline and increase efficiency
- Train product end users and new Support staff as needed
- Provide support in testing new product updates.
- Monitor service performance indicator
- Assist with projects as requested by Support leadership
Benefits
- Medical, Dental, & Vision Plans
- 401(k)
- FSA/HSA
- Commuter Benefits
- Tuition Assistance Plan
- Vacation and Sick Time
- Paid Parental Leave
- well-being benefits provide tools, programs, and resources to help our diverse employees feel healthy, happy, safe, and prosperous.
- global Together we thrive well-being program
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
Number of Employees
5,001-10,000 employees
