Customer Service Technical Associate

The content support representative II provides support to our business and individual tax software clients and to our practice clients. 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.

Essential Duties and responsibilities

• 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
• Cross-train on other products and systems
• 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                 
• Secure and keep confidential product and customer data

Other Duties

Performs other duties as assigned by supervisor.

Please note: As a Content Support Representative, you must be able to work a flexible schedule that includes normally scheduled evening hours and Saturday hours. 

Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process.