Wolters Kluwer Online Product Support Supervisor in Hagerstown, Maryland

Wolters Kluwer Health is a leading global provider of content for healthcare professionals, serving physicians, surgeons, nurses, allied health professionals, pharmacists, academics, payers, and the life sciences with solutions for research and development, the point-of-learning, the point-of-dispensing, and the point-of-care. Wolters Kluwer employs approximately 2600 employees in 36 countries.

The Wolters Kluwer Hagerstown location has recently been named one of Maryland's Healthiest Businesses. Our employees benefit on the local level, as well as company-wide, in improving health and wellness.

We have a growth role and opportunity available now!

BASIC FUNCTION

Supervisor of Online Product Support is a key component of the services organization management team and will motivate a team of cross functional Online Product Support Representatives through performance, coaching, career planning and setting educational objectives. This position is responsible for quality calibration and validation sessions for a team that provides customer and technical pre- and post-sales support across Wolters Kluwer applications through customer account support as well as analysis and problem solving to facilitate installation, implementation, maintenance, education, and documentation for online products. The customer base spans medical professionals, students, faculty and institutional accounts (including admins and sales representatives) who interact with Online Product Support via phone, email, chat, and web-based queries.

Working within a supportive team, the Supervisor of Online Product Support will take full ownership of a dynamic and growing strategic team to ensure a seamless integration with Wolters Kluwer Individual Member Care business processes.

Essential Duties and Responsibilities:

  • Resolve employee issues and act as the employee advocate.

  • Work closely with direct reports to identify strengths and weaknesses, and create performance and developmental goals that align with these abilities.

  • Meet regularly with international product support team to ensure we are in alignment with goals, directives, and personnel requirements.

  • Improve productivity by highlighting deficiencies and recommending change in tools, training, processes, reporting and employee engagement.

  • Facilitate customer resolution for escalated calls and dissatisfied customers to ensure issues are resolved

  • Maintain flexibility for schedule changes based on business needs including occasionally working an adjusted shift that encompasses 2nd and 3rd shift hours.

  • Work with other managers and business partners to ensure operational consistency

  • Proactively identify potential issues with forthcoming system maintenance, website updates, application/firmware changes, etc. and effectively communicate concerns to Online Product Support Manager and appropriate business stakeholders

  • Foster communication with product developers and managers across business verticals and all working shifts

  • Develop a strong relationship with sales to provide support for key accounts

  • Report operational achievements and progress to Online Product Support Manager on regular basis including statistical analysis and improvement of action plans

  • Deliver and exceed on all team performance

Other Duties

  • Will assist in review and resolution of OPS and Customer Satisfaction Surveys

  • Will provide side-by-side review for processes identified as needing additional support

  • Review admin tools for opportunities (i.e., lengthy call time could indicate that assistance is needed)

  • Attend conferences to provide support to sales, marketing, and our customer base

  • Work with all supervisors and managers to identify process improvement, create action/project plans, and a timeline for completion

  • Participate in cross-functional Advantage training as needed

  • As a member of project teams assist in the development and troubleshooting of electronic products and platforms.

  • Work with Manager and Training & Quality team to create and implement a training plan for online products for seasonal, contractor, and FTE employees

  • Identify areas for improvement with scheduling, and adjust accordingly based on volume, employee time off, and schedule training/meetings

Other duties as assigned.

Education:

  • Strongly preferred: Undergraduate degree

  • Required: Equivalent experience.

Experience:

  • Experience leading and supervising a team, with experience with goal and personnel development and scheduling

  • Experience within a technical support role or equivalent

  • IT skillset including a background with IP addresses, extensive software application knowledge including Windows 7 and 8, Mac OS, and Microsoft desktop applications

  • Experience supporting applications and solutions that involve technologies and Web/content servers, HTTP, HTML, XML, JavaScript , OpenURL, and Web Services

  • Knowledge of Internet and network technologies and protocols. Knowledge of the following is ideal: FTP, Telnet, basic UNIX commands, authentication methods, Firewalls, proxy servers. EZProxy experience preferred

  • Demonstrated leadership abilities and achievement oriented

  • Proficient knowledge of data structure with the ability to enter, manipulate, and report data.

  • Proficient and comfortable with Excel, pivot tables, and interpretation of data

  • System administration, user configuration, file and application management and basic hardware troubleshooting

  • Knowledge or experience of social networking technology and medical technology/information industry

  • Some Project management experience

About Wolters Kluwer

Wolters Kluwer N.V. (AEX: WKL) is a global leader in information services and solutions for professionals in the health, tax and accounting, risk and compliance, finance and legal sectors. We help our customers make critical decisions every day by providing expert solutions that combine deep domain knowledge with specialized technology and services.

Wolters Kluwer reported 2018 annual revenues of €4.4 billion. The company, headquartered in Alphen aan den Rijn, the Netherlands, serves customers in over 180 countries, maintains operations in over 40 countries and employs 19,000 people worldwide.

Wolters Kluwer shares are listed on Euronext Amsterdam (WKL) and are included in the AEX and Euronext 100 indices.

For more information about our solutions and organization, visit www.wolterskluwer.com, follow us on Twitter, Facebook, LinkedIn, and YouTube.

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.

INFORMATION

For any assistance with your application for this job opening, please call the HR Source at (888) 495-4772 or email HRSource@WoltersKluwer.com. TTY is also available at (888) 495-4771

WKLWR2018

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled