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Customer Service Technical Specialist

Wolters Kluwer

This is a Full-time position in Spokane, WA posted September 1, 2021.

Location: USA – St Cloud, MN

The Customer Service Technical Specialistrequires working knowledge of technical customer service concepts and principles applies general knowledge of business and industry practices. Understands key business drivers and builds knowledge of the company, processes and customers. Under a moderate level of guidance, responsible for solving moderately complex problems following established policies and procedures. Collaborates with others to provide post-sale technical support services to customers, including installation, troubleshooting, problem resolution and maintenance of products and services. May provide remote technical and application support to customers, by phone and/or remote system access. Understands related issues presented by clients and can correlate issues quickly to products. Resolves unique or complex inquiries by researching technical publications, product guides and by working independently on common inquiries.  May assist in testing products prior to product releases. Plans own work and adjusts efforts to meet goals. Supports the achievement of goals through own personal efforts.

Essential Duties and responsibilities:

  • Identifies and handles first level customer inquiries via phone, E-mail, chat and web ticketing. 
  • Effectively resolves customer problems.
  • Applies customer service policies.
  • Educates customer on products and services offered.
  • Enters information on customer call in Salesforce timely, accurately and completely.
  • Product liaison to Software Development on assigned products.
  • Facilitates meetings regarding digital products.
  • Completes special projects as assigned.
  • Performs presentations and trainings to peers and others.
  • Must thrive in a fast-paced, self-managing, dynamic environment.
  • Understand key business drivers and build knowledge of the company, processes, and customers
  • Regular attendance.
  • Networking
  • Database Administration – MS SQL Server, including knowledge of SQL scripting, jobs, maintenance plans, stored procedures, and advanced SQL troubleshooting skills
  • Data import/export – Different file formats
  • Knowledge of thin client architecture
  • Familiarity with XML, MSLT, XSD, SOAP

Preferred Skills:

  • Experience with Salesforce
  • Familiarity with XSD, SOAP
  • Web experience in ASP.NET, AJAX, JSON, Web Services, ASMX, WSDL, HTML/DHTML, CSS

Other Duties:

  • Supports WKCS (Wolters Kluwer Compliance Solutions) digital products with an understanding of the operational aspects of the software products.
  • Determines if the issue is user error or application design or application deficiency.
  • 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.
  • 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.
  • Facilitates meetings of groups of people (typically between 3 – 20 participants).
  • 24/7 Coverage is required for certain products

Job Qualifications:

Education:

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

Experience:

  • 1 – 3 years previous technical customer service experience.
  • Understanding of PC and network operating systems.
  • Working knowledge or experience with cloud computing platforms such as Azure, Google Cloud, and AWS
  • Previous banking experience in new accounts or lending preferred.
  • Flexible work hours from 7:00 a.m. to 7:00 p.m.
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