The company needs a Content Support Representative II to provide support to business and individual tax software clients and practice clients, resolving moderate to complex inquiries through various communication channels.
Requirements
- 1 years of experience or knowledge in one or more of the following areas: accounting and bookkeeping; financials and reporting; sales and customer relationship management
- 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.com
- Knowledge of tax, accounting and audit principles, practices and legislation/regulations
- Computer and internet skills including Microsoft office
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
- Associates Degree a business-related field OR equivalent Customer Service work experience.
- 2 years of experience in a customer-facing role with the ability to build collaborative relationships using positive language and a service-oriented attitude
- Educational background in Business, Accounting or Finance
- 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
- normally scheduled evening hours and Saturday hours
- 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.
- Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process.
