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The Associate Customer Service Technical Specialist is responsible for providing support through various service channels: telephone, E-mail, Chat and Web Ticketing. The Associate Customer Service Technical Specialist resolves customer inquiries and problems with their use of Consumer Compliance software products, educates customers on products and services and matches product benefits with customer needs. This position is also responsible for the configuration of Compliance Solutions software in a customer's network or on a SaaS platform. This position is directly accountable for the customer's support experience as they contact SupportLine with questions and issues. This position must use the endorsed tools by entering CRM information timely, accurately and completely. Participation in a team environment is heavily relied upon as is the ability to work independently and solve problems with no obvious solution. The Associate Customer Service Technical Specialist must maintain current technical skillsets for the supported environment and knowledge of compliance-related regulations as they pertain to the products being supported.

Essential Duties and responsibilities

• Identifies and handles first level customer inquiries via phone, E-mail, chat and web ticketing.

• Effectively resolves customer problems - determine if the issue is user error or application design or application deficiency.

• Applies customer service policies.
• Educates customer on products and services offered.
• Enters information on customer call in Salesforce timely, accurately and completely.
• Actively participates in meetings
• Must thrive in a fast-paced, self-managing, dynamic environment.
• Understand key business drivers and build knowledge of the company, processes, and customers
• Database Administration - MS SQL Server, including knowledge of SQL scripting, jobs, maintenance plans, stored procedures, SQL troubleshooting skills
• Data import/export - Different file formats
• Knowledge of SaaS based monitoring tools for troubleshooting purposes, i.e., Splunk, Datadog
• Web experience in ASP.NET, AJAX, JSON, Web Services, ASMX, WSDL, HTML/DHTML, CSS.
• Familiarity with XML, MSLT, XSD, SOAP

Other Duties

• Supports WKCS (Wolters Kluwer Compliance Solutions) digital products with an understanding of the operational aspects of the software products.
• Maintains a high-level understanding of industry technologies and how WKCS software interacts with them.
• Understands and utilizes internal tools for documentation and record keeping.
• Analyzes and documents customer issues with the goal of resolving during the first contact.
• Works on issues by performing team-based analysis and works with others within group to solve the problem.
• Ability to communicate application and technical issues in a written format.
• Takes an active approach to their ongoing education related to changing technologies and products
• Maintains strong understanding of financial institution banking and business processes.
• Understands Software Development life cycle approaches as utilized by Wolters Kluwer Compliance Solutions
• Completes special projects as assigned.
• 24 x 7 Pager Coverage is required for certain products
• Regular attendance.

Job Qualifications

Education:

• BA/BS degree in Computer Science, BCIS or related field or equivalent work-related experience.

Experience:

• 1 year previous technical customer service experience.
• Working knowledge or experience with cloud computing platforms such as Azure, Google Cloud, and AWS
• Flexible work hours from 7:00 a.m. to 7:00 p.m.

To maintain a fair and genuine hiring process, we kindly ask that all candidates participate in interviews without the assistance of AI tools or external prompts. Our interview process is designed to assess your individual skills, experiences, and communication style. We value authenticity and want to ensure we're getting to know you-not a digital assistant. To help maintain this integrity, we ask to remove virtual backgrounds and include in-person interviews in our hiring process. Please note that use of AI-generated responses or third-party support during interviews will be grounds for disqualification from the recruitment process.

Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process.

Compensation:

Compensation range listed is based on primary location of the position. Actual base salary offer is influenced by a wide array of factors including but not limited to skills, experience and actual hiring location. Your recruiter can share more information about the specific offer for the job location during the hiring process.

Wolters Kluwer offers a wide variety of competitive benefits and programs to help meet your needs and balance your work and personal life, including but not limited to: Medical, Dental, & Vision Plans, 401(k), FSA/HSA, Commuter Benefits, Tuition Assistance Plan, Vacation and Sick Time, and Paid Parental Leave. Full details of our benefits are available upon request.