Customer Service Technical Associate - Tax Content page is loaded## Customer Service Technical Associate - Tax Contentremote type: Hybrid (8 days/month)locations: USA - Wichita, KS: USA - Coppell, TX: USA - Kennesaw, GAtime type: Full timeposted on: Posted Yesterdayjob requisition id: R0055862The Customer Service Technical Associate provides support to our business and individual tax software clients and to our practice clients. This role provides resolution to moderate and complex inquiries by phone, online chat or email and answers are based upon information provided in product guides and support knowledge databases and other internal tools.**Essential Duties and responsibilities*** Handle phone, e-mail, and chat support for moderate to complex system or content issues; identify, resolve, and escalate issues when necessary; record these interactions in our customer relationship database* Identify and document resolution to reoccurring inquiries* Cross-train on other products and systems* Participate in projects and as well as process improvement initiatives* Provide general reports to management as requested* Participate in product testing and review as required* Secure and keep confidential product and customer data**Other Duties**Performs other duties as assigned by supervisor.**Please note: As a** **Customer Service Technical Associate** **, you must be able to work a flexible schedule that may include evening and weekend hours during peak season.****Job Qualifications**Education and Experience:Minimum:* Associates Degree a business-related field OR equivalent Customer Service work experience.OR* 1 years of experience or knowledge in one or more of the following areas: accounting and bookkeeping; financials and reporting; sales and customer relationship managementOR* 2 years of experience in a customer-facing role with the ability to build collaborative relationships using positive language and a service-oriented attitudePreferred:* Educational background in Business, Accounting or Finance* Experience working with CCH tax and accounting software* Tax preparation or accounting experience* Experience working in a help desk or customer support environment* Use of SalesForce.comOther Knowledge, Skills, Abilities or Certifications:* Knowledge of tax, accounting and audit principles, practices and legislation/regulations* Computer and internet skills including Microsoft office* Service orientation - high commitment to meeting needs of customers and colleagues* Strong communication skills both written and verbal* Ability to diffuse and provide effective resolution to customer complaints* Detail-oriented and able to handle multiple top priorities* Ability to function in a fast-paced, collaborative, matrixed team environment* Strong work ethic and passion for excellence* Ability to work flexible schedule and manage overtime as required to meet objectives**Travel Requirements**Less than 5% of domestic travel**The above statements are intended to describe the general nature and level of work being performed by most people assigned to this job. They’re not intended to be an exhaustive list of all duties and responsibilities and requirements.**## Our Interview Practices*To maintain a fair and genuine hiring process, we kindly ask that all candidates participate in interviews without the assistance of AI tools or external prompts. Our interview process is designed to assess your individual skills, experiences, and communication style. We value authenticity and want to ensure we’re getting to know you—not a digital assistant. To help maintain this integrity, we ask to remove virtual backgrounds and include in-person interviews in our hiring process. Please note that use of AI-generated responses or third-party support during interviews will be grounds for disqualification from the recruitment process.**Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process.***Compensation:**$30,800.00 - $56,525.00 USD*Compensation range listed is based on primary location of the position. Actual base salary offer is influenced by a wide array of factors including but not limited to skills, experience and actual hiring location. Your recruiter can share more information about the specific offer for the job location during the hiring process.*## **Additional Information**:Wolters Kluwer offers a wide variety of competitive benefits and programs to help meet your needs and balance your work and personal life, including but not limited to: Medical, Dental, & Vision Plans, 401(k), FSA/HSA, Commuter Benefits, Tuition Assistance Plan, Vacation and Sick Time, and Paid Parental Leave. Full details of our benefits are available upon request.**Wolters Kluwer reported 2023 annual revenues of €5.6 billion. The group serves customers in over 180 countries, maintains operations in over 40 countries, and employs approximately 21,400 people worldwide.**Our customers work in industries which impact the lives of millions of people every single day. Our mission is to empower our professional customers with the information, software solutions, and services they need to make critical decisions, achieve successful outcomes, and save time.Our expert solutions combine deep domain knowledge with technology to deliver both content and workflow automation to drive improved outcomes and productivity for our customers.We are committed to helping professionals improve the way they do business and solve complex problems with our range of digital solutions and services, which we continuously evolve to meet their changing needs. Our 188-year legacy and portfolio represent thousands of customers worldwide.For more information about our solutions and organization, visit , follow us on , , and .At Wolters Kluwer, you’ll feel valued for your contributions, and you’ll know that your health, safety, and well-being are important to us. Our well-being benefits provide tools, programs, and resources to help our diverse employees feel healthy, happy, safe, and prosperous.In 2024 we were awarded Ragan’s Top Places to Work for Employee Wellbeing: Large Organization, in recognition of our commitment to maintaining and enhancing the well-being of our colleagues through our ‘Together we thrive’ well-being program.#J-18808-Ljbffr