Customer Service Technical Associate

LOCATION

Hybrid – 8 days per month in the Hagerstown MD office

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

• 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.

• 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

Minimal #LI-Hybrid

Compensation: $29,700.00 - $49,650.00 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.

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
• Paid Parental Leave

Full details of our benefits are available upon request. If making a difference matters to you, then you matter to us. Join us, at Wolters Kluwer, and be part of a dynamic global technology company that makes a difference every day. We’re innovators with impact. We provide expert software and information solutions that the world’s leading professionals rely on, in the moments that matter most.

You’ll make a real difference in the lives of millions of people. Together with our customers, we help to advance sustainability, health, justice, prosperity, and commerce around the world. You can thrive at Wolters Kluwer, where diversity is core to our collective strength and high performance. Be your unique self, share your creative ideas, do your best work, and take time to grow in our caring and inclusive culture where you can belong.

Wolters Kluwer reported 2025 annual revenues of €6.1 billion. The group serves customers in over 180 countries, maintains operations in over 40 countries, and employs more than 21,000 people worldwide. Our customers work in industries that impact the lives of millions of people every single day. Our mission is to empower our professional customers with the AI-powered solutions they need to make critical decisions, achieve successful outcomes, and increase productivity.

We deliver trusted, AI-powered expert solutions that combine deep domain knowledge, proprietary content, and advanced technology to provide expert-validated insights, automate workflows, and drive better outcomes. Today, nearly 70% of our digital revenues come from AI-powered…