Customer Service Technical Associate

Customer Service Technical Associate
Company:

Wolters Kluwer Financial Services


Customer Service Technical Associate

Details of the offer

Wolters Kluwer Health is a leading global provider of content for healthcare professionals, serving physicians, surgeons, nurses, allied health professionals, pharmacists, academics, payers, and the life sciences with solutions for research and development, the point-of-learning, the point-of-dispensing, and the point-of-care. Wolters Kluwer Health has three market-centered business units to serve the needs of its diverse customer base: Medical Research, Professional & Education, and Clinical Solutions

Basic Function

The Customer Service Technical Associate is responsible for performing technical troubleshooting to resolve problems related to the UpToDate application and its integration to other software applications. This position is responsible for being the initial technical support contact for our enterprise customer base and individual customers that have a technical problem. This role will also be responsible for handling Emmi related case work.

Essential Duties and Responsibilities
This job covers the 12:00 PM to 9:00 PM shift
Provide technical support and technical issue resolution in a consultative manner via email, phone and other electronic medium
Triage, verify and resolve reported issues
Document all internal and external correspondence detailing the symptoms, troubleshooting steps taken, next steps planned and case resolution
Address cases escalated from End User Support
Escalate cases if required
Provide consultative internal support for Sales by acting as a product/environment technical resource
Participate in the rotating after hours support program
Author product knowledge articles

Other Duties

Assume additional duties as requested.
Job Qualifications

2 years delivering technical support of web based business application software
Bachelors Degree from an accredited 4-year college or university or relevant experience
Understanding of TCP/IP networking and troubleshooting
Must be able to work both independently and as an integral part of a team
Strong troubleshooting skills
Excellent interpersonal, communication and customer service skills
Experience working within a call center environment preferred
Experience in implementing ASP, and PHP files preferred
Experience with Salesforce Service Cloud a plus
Experience in SQL Server and SQL queries
Experience in understanding and supporting complex applications
Familiarity with network architectures and security best practices
Familiarity with Electronic Medical Records systems or Health Information Technology a plus

Travel requirements

N/A

Physical Demands
Normal office environment

All Locations: USA-MA-Waltham-Third Ave

Requirements

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