Wolters Kluwer External Support Analyst, Global Business Services in New York, New York

Wolters Kluwer Global Business Services is designed to provide services to the business units in the areas of technology, sourcing, procurement, legal, finance, and accounting which includes our North American-Accounting Center. These global centers promote team collaboration using best practices around a specific focus area to drive results and enhance operational efficiencies. There is a constant endeavor to benchmark against best-in-class industry standards to improve the quality of deliverables, increase cost savings, enhance productivity and reduce time to market for products and applications.

This is a flex shift but exected to work from 12-8pm, ET. Overtime is allowed, with manager's approvals!

Our Customer Service operation covers shifts from 11:00am-8:00pm ET, with flexibility. This is a full form email and phone support role. We are open 8:00am-8:00pm, ET Monday through Friday, and this resource may need to flex with the needs of the business.

Supported applications included but not limited to One World/JDE Enterprise One, ARROW, Tableau, Kodak Scanners, Toshiba Scanners, eForms, Doc Central, and other tools, that are similar in nature.

Browser and some applications support experience working with consumers/customers to support mapping to facilitates their access or use of our product line.

The External Support Analyst (ESA) is a customer service-oriented individual with strong technical skills, responsible to provide expert first level phone and email application support, training and consultative services to customers who utilize a variety of CLS proprietary web-based applications. Supported applications included but not limited to CTAdvantage.com, hCue.com, (Enterprise, Professional and Mobile), MYCT, NRAI, etc.

The ESA is responsible to capture all reported issues via a Salesforce.com case, analyze customer needs, troubleshoot and resolve issues utilizing their technical skills and available knowledge base. Escalate unresolved cases to second and/or third level teams based on our Service Level Agreement and follow through to completion, timely communicating progress to customers. The ESA is responsible to learn and maintain knowledge of products, identify trends, contribute to customer satisfaction and organizational success by collaborating with external customers and resources to deliver solutions that exceed customer expectations and minimize customer impact.

  • Answer inbound customer calls and/or emails, analyze and troubleshoot technical issues

  • Entering of customer information, reported issue, and troubleshooting steps into Salesforce.com problem tracking tool

  • Drive/own the resolution of issues and ensure that the resolutions resolve the customer's reported issue.

  • Work with various IT and Business Analyst resources to ensure timely resolution.

  • Set up conference calls with internal IT Department, Business Analyst and customer's IT staff on high priority issues

  • Assist Sales with installation of Proprietary Products

  • Notifies Sales and/or owning team of high priority issues reported by their customers

  • Responsible in creation of IDs for web-based products

  • Follow-up with customer to ensure resolution meets customer expectations.

  • Providing feedback regularly on the effectiveness and soundness of policies and procedures


  • Bachelor's degree preferred; former Help Desk with some technical experience required.

  • Former Help Desk experience required; prefer 2+ years of this experience

  • Experience in troubleshooting web-based applications

  • Commitment to service the customers' needs

  • Demonstrated strong customer service skills

  • Demonstrated technical and analytical skills

  • Ability to troubleshoot technical issues via the telephone

  • Responsive and result oriented

  • Knowledge of various OS Platforms and Networks

  • Ability to work in a fast-paced environment

  • Excellent follow-up skills

  • Experience with Help Desk call tracking tools (e.g., Salesforce.com)

  • Flexibility to cover multiple shifts

  • 2+ years utilizing MS Office Suite Applications (Word, Excel, Visio, Outlook)

  • Aptitude and drive to learn proprietary products and new releases; Strong analytical skills

  • Ability to work independently, as well as in a team environment

  • Excellent organizational, time management and multi-tasking skills, results driven, Self-starter

  • Ability to communication with technical and non-technical audience

  • Excellent written and verbal communication skills

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 2017 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.


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.


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


Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled