Wolters Kluwer US
Wolters Kluwer US | Customer Service Technical Associate - Tax Content
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Job Highlights
Responsibilities
- 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.
- Please note: As a Customer Service Technical Associate, you must be able to work a flexible schedule that may include evening and weekend hours during peak season.
- 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.
- 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.
- Performs other duties as assigned by supervisor.
- Computer and internet skills including Microsoft office.
Requirements
- Experience working with CCH tax and accounting software.
- Experience working in a help desk or customer support environment.
- Knowledge of tax, accounting and audit principles, practices and legislation/regulations.
- Strong communication skills both written and verbal.
- Ability to diffuse and provide effective resolution to customer complaints.
- 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.
- 2 years of experience in a customer-facing role with the ability to build collaborative relationships using positive language and a service-oriented attitude
- Detail-oriented and able to handle multiple top priorities
About the company
Wolters Kluwer US
Wolters Kluwer US is an employer hiring in India.
Its finance, accounts, audit and tax openings in India are mostly in Usa - Coppell, Usa - New York City, Usa - Kennesaw and Usa - Riverwoods.
