Senior Customer Service Technical Associate

Uptodate • Hagerstown, MD

67d • Hybrid

About The Position

Wolters Kluwer is a global leader in professional information services that combines deep domain knowledge with specialized technology. Our portfolio offers software tools coupled with content and services that customers need to make decisions with confidence. Every day, our customers make critical decisions to help save lives, improve the way we do business, build better judicial and regulatory systems. We help them get it right.

Who We Are: Wolters Kluwer: The world is a big place, find your place here. UpToDate: Evidence-based Clinical Solutions for Healthcare | UpToDate | Wolters Kluwer

What We Offer: The Senior Customer Service Technical Associate role offers growth potential opportunities, professional development, an engaging team environment, the ability to work a hybrid schedule (in-office 2-days a week) , and amazing benefits.

Hybrid Office Locations: 8425 Woodfield Crossing Blvd Indianapolis, IN 46240 & 1800 Dual Highway Hagerstown, MD 21740

What You'll be Doing: The Senior Customer Service Technical Associate is responsible for providing advanced technical support and integration (Workflow Access) services. This role involves resolving complex customer issues, facilitating product integrations into customer platforms, and collaborating cross-functionally with internal teams to ensure a seamless customer experience. The associate acts as a key escalation point for technical inquiries and plays a vital role in continuous improvement initiatives, product quality assurance, and pre-sales technical engagements.

In this role, the associate manages a wide range of technical support functions. The position requires direct interaction with customers, vendors, engineering, and product teams to resolve issues and support integration projects. In addition to support responsibilities, the associate leads customer-facing integration projects, working directly with healthcare organizations to embed Wolters Kluwer systems into their Electronic Health Record (EHR) platforms. Acting as a liaison between technical teams and customers, the associate ensures successful implementation, optimal system performance, and a high level of customer satisfaction. The role also includes contributing to internal knowledge resources and participating in product QA and enhancement efforts.

Requirements

• Bachelor's degree or equivalent experience in a technical or healthcare-related field.
• 3+ years in a B2B customer service or technical support role.
• 3+ years supporting web-based application software in a technical capacity.
• Proven experience with system integrations, preferably in healthcare IT or EHR environments.
• Strong understanding of computer networking, system configurations, and troubleshooting methodologies.
• Demonstrated ability to manage multiple projects and priorities in a fast-paced environment.
• Are located within 50 miles of our Indianapolis or Hagerstown offices and can work a hybrid schedule, being in office 2-days a week.

Nice To Haves

• Familiarity with Electronic Medical Records (EMR) systems or Health Information Technology is a plus.
• Advanced Troubleshooting - Resolve complex, non-standard technical issues across integrated systems.
• Technical Documentation - Create and maintain detailed support and integration documentation.
• Product Insight - Provide actionable feedback to product teams based on customer interactions.
• Integration Expertise - Understand and support Workflow Access services and EHR platform integrations.

Responsibilities

• Develop and maintain deep expertise in Wolters Kluwer products and solutions to effectively support customer inquiries and integration efforts.
• Troubleshoot and resolve complex technical issues, including escalated customer cases and integration (Workflow Access) challenges.
• Lead and support customer-facing integration projects, ensuring successful implementation within EHR environments.
• Analyze customer configurations and workflows to recommend and implement effective integration and access solutions.
• Collaborate with internal teams (engineering, product, and support) and external stakeholders to drive resolution and continuous improvement.
• Provide expert guidance on installation scenarios, system configurations, and product usage best practices.
• Contribute to product quality assurance efforts, including testing, validation, and feedback during upgrades and enhancements.
• Maintain and enhance internal knowledge resources, including documentation of troubleshooting steps and integration procedures.
• Mentor and support junior team members by sharing expertise and assisting with complex cases.
• Act as a liaison between customers and product development teams, providing actionable feedback to improve product functionality and user experience.
• Manage multiple priorities and projects simultaneously, ensuring timely and high-quality outcomes.
• Maintain or exceed established quality performance metrics, including customer satisfaction and case resolution standards.

Benefits

• Wolters Kluwer offers great benefits and programs to help meet your needs and balance your work and personal life, including Medical, Dental, & Vision Plans, 401(k), FSA/HSA, Commuter Benefits, Tuition Assistance Plan, Vacation and Sick Time, and Paid Parental Leave .
• Full details of our benefits are available at https://www.mywolterskluwerbenefits.com/index.html

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level