**LOCATION:** Hybrid - 8 days a month in the office: Indianapolis IN, Philadelphia PA, Madison WI, Hagerstown MD **OVERVIEW** You will enhance the customer experience by addressing technical issues and providing support. Your role will involve a mix of operational and administrative tasks, ensuring customers receive prompt and accurate solutions to their concerns. The shift will be 12:00pm ET - 9pm ET. Training for the first six weeks will be 8:00am ET - 5:00pm. You will report to the Manager, Customer Service Operations. **RESPONSIBILITIES** + Receive, evaluate, and answer customer problems and issues in a timely manner following established customer service procedures via phone and email + Maintain or exceed quality performance metrics, including call monitoring scores + Communicate and explain information and data to customers and other team members + Utilize critical thinking + Software testing to identify bugs and potential fixes + Assume remote control over customers' computers when necessary to resolve problems + Escalate issues for resolution when warranted + Works non-standard hours when necessary + Performs other duties as requested by Manager + **This position does not involve programming or systems administration** **QUALIFICATIONS** **Education:** 2+ years' experience in a B2B technical service role or equivalent education **Experience:** + Knowledge of technical customer service processes + Excellent verbal and written communication skills + Troubleshooting and solving technical issues (connectivity, hardware, and software) + Working with professionals via phone and email + Building rapport with co-workers and customers + Gathering and analyzing customer data and user requirements. + Integrating information from multiple sources quickly and accurately. + Demonstrated ability to prioritize and manage multiple projects. + Working in a fast paced, dynamic, and changing environment. + Experience documenting information in a CRM system. + Experience using an order fulfillment system. + Experience with Microsoft Office Suite applications including Word, Excel, PowerPoint and Outlook **TRAVEL:** > 5% for occasional team meetings \#LI-Hbrid _Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process._ **Compensation:** Target salary range CA, CT, CO, DC, HI, IL, MD, MN, NY, RI, WA: $45,100 - $61,700 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.