Wolters Kluwer Tax Software Support Representative in Wichita, Kansas

Wolters Kluwer Tax & Accounting North America is looking for a Product Support Rep to join our Mid-to-Large Firm team in our Wichita office.

Wolters Kluwer Tax & Accounting North America (CCHGroup.com) is a leading provider of tax, accounting and audit software solutions and services to the mid-to-large firms in the United States. Part of Wolters Kluwer, a market-leading global information services company, Tax & Accounting North America has served tax, accounting and business professionals since 1913. Based in Riverwoods, Ill., our key office locations include Atlanta, Dallas, Wichita, New York, Washington, D.C. and Torrance.

The digital future has arrived and the tax and accounting professions are changing rapidly. Professionals today have different needs, expectations and capabilities. In addition to accuracy, they need greater mobility, simplicity and speed. These needs place a premium on access to agile systems, integrated workflows, and solutions that simplify tax and accounting compliance expertise. Our market-leading offerings address these evolving needs and include the CCH® ProSystem fx® Suite, CCH Axcess™, CCH® IntelliConnect®, CCH® IntelliConnect Direct, CCH® Accounting Research Manager® and the U.S. Master Tax Guide®.

As a Tax Software Support Representative your primary responsibility will be to provide support to our tax software clients. This role provides resolution to moderate and complex product specific inquiries by phone, email, and online chat. In this role, you will need to develop strong product knowledge in order to correlate customer inquiries to CCH products and solutions. You will then resolve these issues utilizing the information provided in product guides and support knowledge databases.

Essential Duties and Responsibilities

  • Manage phone, e-mail, and chat support for moderate to complex product or content issues; identify, resolve, and escalate issues when necessary; document these interactions in our customer relationship database

  • Identify and document resolution to reoccurring inquiries

  • Mentor existing staff and monitor open cases to assure timely and effective resolution

  • Cross-train on other CCH products and systems

  • Participate in projects and as well as process improvement initiatives

  • Participate in product testing and review as required

  • Secure and keep confidential product and customer data

Other Duties

Please note: As a Tax Software Representative, you must be able to work a flexible schedule that includes normally scheduled evening hours. You must also be able to work overtime hours that may include evenings & weekends as needed to meet objectives during peak season.

JOB QUALIFICATIONS

Minimum Qualifications:

  • Bachelor's Degree in Accounting/Finance or related business field, or

  • Associate's Degree and 2 years of professional work experience preparing tax returns or performing accounting/finance related duties, or

  • High School Diploma or GED and 4 years of professional work experience preparing tax returns or performing accounting/finance related duties

Preferred Qualifications:

  • Bachelor's degree in Business, Accounting or Finance

  • Experience working with CCH tax and accounting software

  • Tax preparation or accounting experience

  • Experience working in a help desk or customer support environment

  • Use of SalesForce.com

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

  • Knowledge of tax, accounting and audit principles, practices and legislation/regulations

  • Advanced computer and internet skills including Microsoft Office

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

  • Advanced professional communication skills both written and verbal

  • Ability to diffuse and provide effective resolution to customer complaints

  • Strong analytical and decision making skills

  • Detail-oriented and able to handle multiple top priorities

  • Ability to function in a fast-paced, collaborative, matrixed team environment

  • Strong work ethic and passion for excellence

  • Ability to work flexible schedule and manage overtime as required to meet objectives

  • CPA, EA or other Accounting Certification is a plus

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 2016 annual revenues of €4.3 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.

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 2016 annual revenues of €4.3 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. Wolters Kluwer has a sponsored Level 1 American Depositary Receipt program. The ADRs are traded on the over-the-counter market in the U.S. (WTKWY).

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.

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled