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.

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