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Senior Customer Service Technical Associate

Company: Wolters Kluwer
Location: Kennesaw
Posted on: June 12, 2021

Job Description:

Job Summary

As a Senior Customer Service Technical Associate 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 Senior Customer Service Technical Associate, 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

Keywords: Wolters Kluwer, Atlanta , Senior Customer Service Technical Associate, Other , Kennesaw, Georgia

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