Program Support Specialist
Lynker
Customer Service Technical Associate – Tier 1
Wolters Kluwer
full-time
Posted on:
Location Type: Hybrid
Location: Hagerstown • Maryland • 🇺🇸 United States
Visit company websiteSalary
💰 $45,100 - $61,700 per year
Job Level
JuniorMid-Level
About the role
- Enhance the customer experience by addressing technical issues and providing support
- 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 and 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
Requirements
- 2+ years’ experience in a B2B technical service role or equivalent education
- Knowledge of technical customer service processes
- Excellent verbal and written communication skills
- Troubleshooting and solving technical issues (connectivity, hardware, and software)
- Experience documenting information in a CRM system
- Experience using an order fulfillment system
- Proficiency in Microsoft Office Suite applications including Word, Excel, PowerPoint, and Outlook
Benefits
- Well-being benefits
- Tools, programs, and resources to help our diverse employees feel healthy, happy, safe, and prosperous
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
troubleshootingsoftware testingtechnical customer serviceconnectivity issueshardware issuessoftware issuesCRM systemsorder fulfillment systemsMicrosoft Office Suitecall monitoring
Soft skills
communication skillscritical thinkingcustomer serviceproblem-solvingteam collaborationtime managementadaptabilityattention to detailverbal communicationwritten communication
