Customer Service Technical Associate

LOCATION: Hybrid – 8 days per month in the Hagerstown MD office

OVERVIEW

The Technical Customer Service team delivers world-class customer service with a high level of professionalism, diplomacy, and knowledge about Wolters Kluwer products and business practices. Our values propel us to put the customer at the center of everything we do, honor our commitment to continuous improvement and innovation, aim high and deliver the right results, and most importantly: win as a team.

The working hours are 11:00am to 7:3-pm.

The Technical Customer Service Representative provides technical and customer pre- and post-sales support across Wolters Kluwer Health applications through analysis and problem solving to facilitate installation, implementation, maintenance, education, and documentation for online and desktop software. The customer base spans across individuals, medical professionals and students, medical and academic faculty and researchers who interact with customer service.

The Technical Customer Service Representative is responsible for utilizing various information systems such as Salesforce CRM, backend support and fulfillment systems, etc., to provide account maintenance, order entry, and customer service via phone, email, and chat for Wolters Kluwer customers.

RESPONSIBILITIES

The Technical Customer Service Representative provides customer support for a variety of inquiries, including:

• Assist with account lookup and navigation, as well as product access extensions, adjustments and/or related issues.
• Respond to customer inquiries that include order entry, adjustments, subscriptions, and queries related to existing orders from multiple sources.
• Managing customer inquiries from onset to resolution using established procedures to solve routine problems
• Manage database records to maintain customer accounts, ensuring accurate entry and upkeep of all transactions according to business policies
• Manage information flow ensuring that enhancement requests, bugs, and other product issues are communicated.
• Use provided systems and procedures to monitor quality control for all customer interactions
• Adhere to expected deadlines to ensure minimal backlogs and meet service level
• Build brand advocacy and customer loyalty by employing WK values
• Able to work extended hour shift
• Perform other tasks/duties as assigned.

QUALIFICATIONS

Education: High school diploma, GED, or equivalent required

Experience:

• Previous customer service experience required
• Proficiency in Microsoft Office/Office 365 required
• 1+ years of experience within a Call Center role or equivalent (i.e., trade school or other training) preferred
• Experience with CRM systems preferred

Other Knowledge. Skills, & Abilities:

• Excellent communication and organizational skills
• Ability to maintain professionalism and high level of service through difficult customer interactions
• Ability to multi-task and work in a fast-paced environment

TRAVEL: Minimal

#LI-Hybrid

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:

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.