Associate Customer Service Technical Specialist - Hybrid

Basic Function

The Associate Customer Service Technical Specialist is responsible for providing support through various service channels: telephone, E-mail, Chat and Web Ticketing. The Associate Customer Service Technical Specialist resolves customer inquiries and problems with their use of Consumer Compliance software products, educates customers on products and services and matches product benefits with customer needs. This position is also responsible for the configuration of Compliance Solutions software in a customer’s network or on a SaaS platform.

This position is directly accountable for the customer’s support experience as they contact Support Line with questions and issues. This position must use the endorsed tools by entering CRM information timely, accurately and completely. Participation in a team environment is heavily relied upon as is the ability to work independently and solve problems with no obvious solution. The Associate Customer Service Technical Specialist must maintain current technical skillsets for the supported environment and knowledge of compliance-related regulations as they pertain to the products being supported.

• Identifies and handles first level customer inquiries via phone, E-mail, chat and web ticketing.
• Effectively resolves customer problems - determine if the issue is user error or application design or application deficiency.
• Applies customer service policies.
• Educates customer on products and services offered.
• Enters information on customer call in Salesforce timely, accurately and completely.
• Actively participates in meetings
• Must thrive in a fast-paced, self-managing, dynamic environment.
• Understand key business drivers and build knowledge of the company, processes, and customers
• Database Administration - MS SQL Server, including knowledge of SQL scripting, jobs, maintenance plans, stored procedures, SQL troubleshooting skills
• Data import/export - Different file formats
• Knowledge of SaaS based monitoring tools for troubleshooting purposes, i.e., Splunk, Datadog
• Web experience in ASP.NET, AJAX, JSON, Web Services, ASMX, WSDL, HTML/DHTML, CSS.
• Familiarity with XML, MSLT, XSD, SOAP

• Supports WKCS (Wolters Kluwer Compliance Solutions) digital products with an understanding of the operational aspects of the software products.
• Maintains a high-level understanding of industry technologies and how WKCS software interacts with them.
• Understands and utilizes internal tools for documentation and record keeping.
• Analyzes and documents customer issues with the goal of resolving during the first contact.
• Works on issues by performing team-based analysis and works with others within group to solve the problem.
• Ability to communicate application and technical issues in a written format.
• Takes an active approach to their ongoing education related to changing technologies and products
• Maintains strong understanding of financial institution banking and business processes.
• Understands Software Development life cycle approaches as utilized by Wolters Kluwer Compliance Solutions
• Completes special projects as assigned.
• 24 x 7 Pager Coverage is required for certain products
• Regular attendance.

Education:

• BA/BS degree in Computer Science, BCIS or related field or equivalent work-related experience.

Experience:

• 1 year previous technical customer service experience.
• Working knowledge or experience with cloud computing platforms such as Azure, Google Cloud, and AWS
• Flexible work hours from 7:00 a.m. to 7:00 p.m.

• Sitting for long periods of time.

• Viewing a PC screen for long periods of time.

This role will work in a hybrid model (minimum of 8 days a month in the office) at our St. Cloud, MN location.

The above statements are intended to describe the general nature and level of work being performed by most people assigned to this job. They are not intended to be an exhaustive list of all duties and responsibilities and requirements.

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…