Customer Service Technical Associate - Tax Content

Wolters Kluwer is a global leader in professional information services that combines deep domain knowledge with specialized technology. Our portfolio offers software tools coupled with content and services that customers need to make decisions with confidence. Every day, our customers make critical decisions to help save lives, improve the way we do business, build better judicial and regulatory systems. We help them get it right.

Who We Are: Wolters Kluwer: The world is a big place, find your place here

Our Locations: Contact Wolters Kluwer | Wolters Kluwer

What We Offer:  

The Customer Service Technical Associate role offers growth potential opportunities, professional development, an engaging small team environment, and amazing benefits.

What You'll be Doing:

The 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.

Key Tasks:   

• 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
• Performs other duties as assigned by supervisor.
• Be able to work a hybrid schedule from one of three offices (TX-Coppel, KS-Wichita, or GA-Kennesaw).

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.

You're a Great Fit if You Have:  

• Associate's 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 management

OR

• 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
• 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 
• 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

We are an incredibly supportive team that truly enjoys what we do and who we do it with. We play a key role within WK and assist in driving the daily success. If you have a passion for making a true difference within an organization, while working alongside a genuinely caring and supportive team, we highly encourage you to apply. #BeTheDifference

Additional Information: 

Wolters Kluwer offers great benefits and programs to help meet your needs and balance your work and personal life, including 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 at https://www.mywolterskluwerbenefits.com/index.html  

Diversity Matters: Wolters Kluwer strives for an inclusive company culture in which we attract, develop, and retain diverse talent to achieve our strategy. As a global company, having a diverse workforce is of the utmost importance. We've been recognized by employees as a European Diversity Leader in the Financial Times, as one of Forbes America’s Best Employers for Diversity in 2022, 2021 and 2020 and as one of Forbes America’s Best Employers for Women in 2021, 2020, 2019 and 2018. In 2020, we placed third in the Female Board Index, and were recognized by the European Women on Boards Gender Diversity Index. Wolters Kluwer and all of our subsidiaries, divisions and customer/departments is an Equal Opportunity / Affirmative Action employer. 

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.