Customer Service Technical Associate - Tax Forms Support

Company: Wolters Kluwer N.V.
Location: Wichita
Posted on: March 19, 2023

Job Description:

The Customer Service Technical Associate 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.Responsibilities:Handle 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 dataPlease note: This is a HYBRID role - you will be working in the office 2 days per week and working from home 3 days per week.Additionally, as a Customer Service Technical Associate, you must be able to work a flexible schedule that may include some evening & weekend overtime hours as needed to meet objectives during peak season (Jan-Apr).Qualifications:Associates Degree in a business-related fieldOR1 year of experience or knowledge in one or more of the following areas: accounting and bookkeeping; financials and reporting; sales and customer relationship managementOR4 years of experience in a customer-facing role with the ability to build collaborative relationships using positive language and a service-oriented attitudePreferred Qualifications:Educational background in Business, Accounting or FinanceExperience working with CCH tax and accounting softwareTax preparation or accounting experienceExperience working in a help desk or customer support environmentUse of SalesForce.comOther Knowledge, Skills, Abilities or Certifications:Knowledge of tax, accounting and audit principles, practices and legislation/regulationsComputer and internet skills including Microsoft office Service 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 objectivesThe above statements are intended to describe the general nature and level of work being performed by most people assigned to this job. They are not intended to be an exhaustive list of all duties and responsibilities and requirements.

Keywords: Wolters Kluwer N.V., Wichita , Customer Service Technical Associate - Tax Forms Support, Other , Wichita, Kansas