Customer Service Technical Associate - Tax Content

Wolters Kluwer - Financial Services Solutions; Coppell (TX); On-site; USD 31,000 - 57,000; Full time

Benefits offered by this job

Medical, Dental & Vision Plans

401(k)

Paid Parental Leave

Job summary

Wolters Kluwer is seeking a Customer Service Technical Associate to support tax software clients and practice clients. You will handle inquiries by phone, chat, or email, resolving issues using product guides and knowledge databases, and documenting outcomes in our CRM.

The role emphasizes confidentiality, collaboration in a fast-paced team, and participation in testing and process improvements. A flexible schedule, including evenings or weekends during peak season, is required.

Qualifications

• Associates Degree in a business-related field or equivalent customer service experience.
• 1–2 years of experience in customer-facing role or knowledge in accounting, finance, or CRM.
• Strong communication skills and a service-oriented attitude.

Responsibilities

• Handle phone, e-mail, and chat support for moderate to complex system or content issues.
• Identify, resolve, and elevate issues when necessary.
• Record interactions in our customer relationship database.
• Identify and document resolutions to recurring inquiries.
• Cross-train on other products and systems.
• Participate in projects and 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.
• Perform other duties as assigned by supervisor.
• Be able to work a flexible schedule including evenings and weekends during peak season.

Skills

Customer Service

Communication

Problem Solving

Education

Associates Degree in business-related field

Tools

Salesforce.com

Job description

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.

Essential Duties and Responsibilities

• Handle phone, e-mail, and chat support for moderate to complex system or content issues
• Identify, resolve, and elevate 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 Duties

• Performs other duties as assigned by supervisor.

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.

Job Qualifications

• Education and Experience: Minimum: Associates 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
• Preferred: 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
• Other Knowledge, Skills, Abilities or Certifications: 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 Travel Requirements Less than 5% of domestic travel 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.

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.

About 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 solutions, reflecting our strategic focus on embedding AI into professional workflows and delivering measurable productivity gains. We are committed to helping professionals navigate complexity, improve the way they work, and solve critical challenges through cloud-based, AI-powered platforms that integrate seamlessly into their workflows and ecosystems. Our solutions are designed to deliver impact when it matters most, especially in high-stakes environments where accuracy and trust are essential. With a nearly 190-year legacy, Wolters Kluwer continues to evolve its portfolio of digital solutions and services to meet the changing needs of professionals worldwide, enabling them to work faster, make smarter decisions, and deliver better outcomes. For more information about our solutions and organization, visit www.wolterskluwer.com, or follow us on LinkedIn, Instagram and Facebook. As a global organization, we recognize that solving a wide range of complex problems requires diverse perspectives and innovative thinking. We know that bringing our best to our customers, communities, and other key stakeholders requires a highly engaged and talented workforce – one that represents the diversity of those we serve and the communities where we live and work. We aim to provide a welcoming environment and equitable opportunities for all employees regardless of background, nationality, race, ethnicity, gender, gender identity, age, sexual orientation, marital status, disability, or religion. This principle is ingrained in our company values and articulated in our Code of Business Ethics. At Wolters Kluwer, you’ll feel valued for your contributions, and you’ll know that your health, safety, and well-being are important to us. Our well-being benefits provide tools, programs, and resources to help our diverse employees feel healthy, happy, safe, and prosperous. Our global Together we thrive well-being program reflects our commitment to supporting colleagues across physical, mental, social, and financial well-being. That commitment has been recognized externally through Ragan’s Top Places to Work for Employee Wellbeing: Large Organization in 2024. More recently, Wolters Kluwer was recognized by Forbes as one of America’s Best Large Employers 2026 and America’s Best Employers for Engineers 2026. In 2025, Wolters Kluwer was also recognized by Forbes as one of America’s Best Employers for Women. To ensure we continue to drive innovation that enables us to develop products and services to best serve our customers, we cultivate a workplace culture rooted in mutual respect, bringing forward insights from a wide range of backgrounds, perspectives, and experiences. We are also committed to complying with laws requiring equal opportunity in hiring, promotion, and other employment decisions. All qualified applicants will receive consideration without regard to race, color, religion, sex (including pregnancy, gender identity, transgender status, and sexual orientation), national origin, disability, age, genetic information, veteran status, or any other characteristic protected by applicable law, and we do not tolerate discrimination on any of these bases. GDPR Wolters Kluwer (“we” or “us”) wants to inform you about the ways we process your personal information. In this Privacy & Cookie Notice we explain what personal information we collect, use and disclose. You'll find details related to GDPR and other data privacy policies on our Careers Privacy and Cookies page.