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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.

Key Responsibilities

  • 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

Key Requirements

  • 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.


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.