The Technical support representative provides support to our business and individual tax software clients and to our practice clients. This role provides resolution to moderate and complex inquiries by phone, online chat or email and answers are based upon information provided in product guides and support knowledge databases and other internal tools.Essential Duties and ResponsibilitiesHandle phone, e-mail, and chat support for moderate to complex system or content issues; identify, resolve, and escalate issues when necessary; record these interactions in our customer relationship databaseIdentify and document resolution to reoccurring inquiriesCross-train on other products and systemsParticipate in projects and as well as process improvement initiativesProvide general reports to management as requestedParticipate in product testing and review as requiredSecure and keep confidential product and customer dataOther DutiesAs a Technical Support Representative, you must be able to work a flexible schedule that includes normally scheduled evening hours and Saturday hours.Job QualificationsEducation and Experience:Minimum:Associates Degree in MIS, Computer Science, or Information Technology OR equivalent work experience.Other Knowledge, Skills, Abilities or Certifications:Knowledge of tax, accounting and audit principles, practices and legislation/regulationsComputer and internet skills including Microsoft officeService orientation - high commitment to meeting needs of customers and colleaguesStrong communication skills both written and verbalAbility to diffuse and provide effective resolution to customer complaintsDetail-oriented and able to handle multiple top prioritiesAbility to function in a fast-paced, collaborative, matrixed team environmentStrong work ethic and passion for excellenceAbility to work flexible schedule and manage overtime as required to meet objectivesApplicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process.
