Wolters Kluwer Customer Service Technical Associate in Boston, Massachusetts
Customer Service Operations is looking to hire a Customer Service Technical Associate . This role requires working knowledge and skills of operational or administrative processes to perform a range of technical customer service activities. Provide assistance with post-sale technical support services to customers including installation, troubleshooting, problem resolution, and maintenance of products and services. Carry out and deliver straightforward administrative, operational, or other basic business services and support. Use established procedures for routine work and detailed instructions for new activities or assignments.
Receive, evaluate, and answer customer problems and issues in a timely manner following established customer service procedures via phone, email, and chat
Make moderate decisions on behalf of the Supervisor concerning customer accounts
Maintain or exceed quality performance metrics, including call monitoring scores
Communicate and explain information and data to other team members, and some customers
Proactively manage the order process, probe for cross-selling opportunities and develop positive working relationships with clients and strategic partners nationwide
Subject matter expert of the department, company and industry
1+ years’ experience in a B2B customer service role or equivalent education
Full knowledge of technical customer service processes
Excellent verbal and written communication skills
Ability to absorb product knowledge quickly and process information to apply to client needs
Strong analytical and problem-solving skills, along with excellent organizational, time management and multi-tasking skills
Proficient with Microsoft Office Suite applications including Word, Excel, PowerPoint and Outlook
The above statements are intended to describe the general nature and level of work performed by employees assigned to this job. They are not intended to be an exhaustive list of all duties, responsibilities, and qualifications as these may vary depending on location and line of business. The specific requirements may differ due to local or regional differences.
EQUAL EMPLOYMENT OPPORTUNITY
Wolters Kluwer U. S. Corporation and all of its subsidiaries, divisions and customer/business units is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.
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