Technical Support Representitive

TEKsystems•Minneapolis, MN

1d•$20 - $23•Remote

About The Position

· Provide technical support to internal and external customers on WK products, services, or processes. · Troubleshoot and resolve customer and employee issues for Wolters Kluwer products and online platforms. · Create and manage cases received through phone, email, and Salesforce cases. · Complete routine/daily requests. · Manage and complete long-term projects. · Manage multiple cases at one time, providing details and updates until resolved. · Work with customers to quickly get to the root of their problem. · Provide timely and accurate customer feedback. · Walk customers through a series of actions to resolve a problem. · Follow up with customers to ensure the problem is resolved. · Escalate to the correct team (technical, content, product management) for a resolution, then liaison between second level team(s) and the customer. · Provide support in the form of procedural documentation. · Keep team informed as new issues arise or processes are updated. · Support co-workers and promote a positive work environment. · Provide training to new employees on our various products/platforms. · Cross train on other products, systems, and processes. · Participate in product or system testing and review as required.

Requirements

Technical support
cloud computing
sql server
Customer service
Troubleshooting
Windows
Help desk support
Help desk
Bachelor’s Degree OR
High School diploma or GED and
2 years’ experience in a customer/technical support environment
Experience working in a support center or equivalent environment
General troubleshooting
Computer/browser/network troubleshooting

Nice To Haves

Degrees MIS
Information Technology

Responsibilities

Provide technical support to internal and external customers on WK products, services, or processes.
Troubleshoot and resolve customer and employee issues for Wolters Kluwer products and online platforms.
Create and manage cases received through phone, email, and Salesforce cases.
Complete routine/daily requests.
Manage and complete long-term projects.
Manage multiple cases at one time, providing details and updates until resolved.
Work with customers to quickly get to the root of their problem.
Provide timely and accurate customer feedback.
Walk customers through a series of actions to resolve a problem.
Follow up with customers to ensure the problem is resolved.
Escalate to the correct team (technical, content, product management) for a resolution, then liaison between second level team(s) and the customer.
Provide support in the form of procedural documentation.
Keep team informed as new issues arise or processes are updated.
Support co-workers and promote a positive work environment.
Provide training to new employees on our various products/platforms.
Cross train on other products, systems, and processes.
Participate in product or system testing and review as required.