Wolters Kluwer Associate Product Support in Wichita, Kansas

Basic Function

Provides support to internal and external customers on use of WK products, services or processes. This role provides resolution to moderate and complex inquiries by phone, online chat, database requests or email.

Essential Duties and responsibilities

  • Proficient in the support of one of the following:

1) tech or content knowledge of multiple products within a family

OR 2) one product and multi lingual (English & Spanish)

OR 3) at least two account services responsibilities such as: order entry, dispute resolution, billing, contract and subscription support

  • Perform moderate to complex problem resolution

  • Identify, resolve, and escalate issues when necessary

  • Update Customer Relationship database

  • Responsible for assisting customers through phone, online chat, email, etc, using provided resources (knowledge database, etc)

  • Support co-workers and promote a positive work environment

  • Cross train on other products, systems, and processes

  • Provide general reporting on data/status to management as requested

  • Participate in product or system testing and review as required

  • Secure and keep confidential product and customer data.

  • Promote/sell additional services and products by recognizing opportunities to see, explain new features and product information

  • Participate in projects as well as process improvement initiatives.

Other Duties

Other duties as assigned.

Job Qualifications

Education:

  • Bachelor's Degree OR

  • High School diploma or GED AND

  • -2 years experience in a customer/technical support environment

  • PREFERRED: Degrees in MIS, Information Technology

  • Use of tax and accounting software

  • Use of SAP or similar ERP systems

  • Use of SalesForce.com

Experience:

  • Experience working in a support center or equivalent environment

Other Knowledge, Skills, Abilities or Certifications: (First list requirements, followed by preferences.)

  • Tech Support: Experience working with computer networks & internet software. Preferred knowledge includes: MIS, technology testing, Citrix, networking, internet services, client server, SQL scripting, database tables, Windows registry and application permission keys.

  • Is persistent in overcoming challenges to accomplish goals

  • Awareness of the larger business conditions that will impact day to day work

  • Demonstrate an ability to making a difference daily, upholding commitments, being curious for knowledge, speaking up and sparking innovation

  • Intermediate to advanced desktop and mobile computing skills, working knowledge of internet browsing and searching

  • Intermediate Microsoft Office skills

  • Service orientation- high commitment to meeting needs of customers and colleagues and delivering stellar service

  • Advanced professional communication skills both written and verbal

  • Ability to diffuse and provide effective resolution to customer complaints

  • Ability to articulate complex information clearly

  • Detail oriented and able to own, organize, and prioritize workloads to handle multiple top priorities

  • Ability to work constructively in a fast paced, collaborative, matrixed team environment

  • Strong work ethic and passion for excellence

  • Demonstrated ability to work independently and meet deadlines with full supervision

  • Ability to perform job duties in accordance with standards

  • Ability to work a changing schedule, may include overtime as required to meet business needs

  • Ability to adjust quickly to changing job duties and processes

  • MCITP, MCSE, CCA, Network+, Server+, A+ Technical Certification a plus

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled