Technical Support Representative

Wolters Kluwer Health's Clinical Effectiveness (CE) organization is a fast-growing and innovation-driven healthcare information technology (HIT) provider working on the front lines of clinical care. Our talented team of physician and pharmacist editors, technologists, and product visionaries collaborate to provide advanced clinical decision support solutions that measurably improve clinical effectiveness by helping healthcare professionals provide optimal care for their patients.
We are searching for a Technical Support Representative to work Monday Through Friday from 1:00pmEST-9:00pmEST. This role will be located in our Hudson, OH office.
The Technical Support Representative is responsible for providing phone, email and live chat support to our clients. Technical Support Representatives provide a positive, professional, and repeatable support experience in all customer dealings and typically handle 50-60 interactions (calls, emails, live chats) per day. Activities of the Technical Support Representative include, but are not limited to: Learning the CDI family of applications, service solution, and overall Wolters Kluwer (WK) Clinical Drug Information (CDI) offerings and how they complement each other; providing customer support; troubleshooting both online and mobile CDI solutions; contributing to customer satisfaction and organizational success; and representing Wolters Kluwer within the industry.
Essential Duties and responsibilities
Provides technical assistance to customers as it relates to installing, accessing, registering, identifying problems, researching answers and guiding customers through corrective steps
Utilize critical thinking
Effectively communicating with customers, both verbal and written
Promptly respond to customer inquiries and requests
Logging records of customer queries within CRM
Periodic software testing to identify bugs and potential fixes
Assume remote control over customers' computers when necessary to resolve problems
Make hardware recommendations for customers whose machines/mobile devices cannot support the software
Contact customers with expired subscriptions to renew via telephone and/or email
Updating self-help documents
Meet or exceed daily, weekly and monthly performance objectives
Escalate issues for resolution when warranted
This position does not involve programming or systems administration
Other Duties
Works non-standard hours when necessary.
Performs other duties as requested by their Manager.
Job Qualifications
High School Diploma or equivalent experience. Bachelor's Degree preferred.
2 + years business-to-business technical support or help desk experience, preferred, but not required.
Working with professionals via phone and/or 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, changing environment.
Utilizing highly developed communication skills, including both excellent verbal skills and accurate written communication.
Troubleshooting and solving basic interface and technical issues (connectivity, hardware, and software).
Working independently with little direction.
Experience using Microsoft Suite (Word, Excel, Outlook).
Troubleshooting and solving basic interface and technical issues (connectivity, hardware, and software) (preferred)
Experience documenting information in a CRM system. (preferred)
Experience using an order fulfillment system. (preferred)
Travel requirements
Physical Demands
Normal Office Environment.
Wolters Kluwer N.V. (AEX: WKL) is a global leader in information services and solutions for professionals in the health, tax and accounting, risk and compliance, finance and legal sectors. We help our customers make critical decisions every day by providing expert solutions that combine deep domain knowledge with specialized technology and services.
Wolters Kluwer reported 2017 annual revenues of ?4.4 billion. The company, headquartered in Alphen aan den Rijn, the Netherlands, serves customers in over 180 countries, maintains operations in over 40 countries and employs 19,000 people worldwide. Wolters Kluwer shares are listed on Euronext Amsterdam (WKL) and are included in the AEX and Euronext 100 indices. Wolters Kluwer has a sponsored Level 1 American Depositary Receipt program. The ADRs are traded on the over-the-counter market in the U.S. (WTKWY). For more information about our solutions and organization, visit www.wolterskluwer.com, follow us on Twitter, Facebook, LinkedIn, and YouTube.
Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled

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