Customer Service Technical Associate - Tax Content

Wolters Kluwer; Kennesaw (GA); On-site; USD 31,000 - 57,000; Full time

Job summary

Wolters Kluwer N.V. in the United States (Georgia) seeks a Customer Service Technical Associate to provide support to tax software clients and practice clients.

You will handle phone, e-mail, and chat inquiries, resolve moderate to complex issues, and document solutions in our CRM. The role requires collaboration and adherence to data confidentiality, with opportunities to participate in product testing and process improvements.

Qualifications

• Associates Degree in business-related field or equivalent customer service work experience.
• 1 year of experience or knowledge in accounting, bookkeeping, financials, reporting, sales or CRM.
• 2 years in a customer-facing role with a service-oriented attitude.
• Preferred background in Business, Accounting or Finance.
• Experience with Salesforce.com and tax/accounting software.
• Knowledge of tax, accounting and audit principles; strong communication skills.

Responsibilities

• Handle phone, e-mail, and chat support for moderate to complex system or content issues; identify, resolve, and escalate as needed; record interactions in CRM.
• 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; participate in product testing and reviews.
• Secure and keep confidential product and customer data.

Skills

Customer service

Communication

Team collaboration

CRM experience

Education

Associates Degree

Business/Accounting/Finance background

Tools

Salesforce.com

Microsoft Office

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 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 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 managementOR* 2 years of experience in a customer-facing role with the ability to build collaborative relationships using positive language and a service-oriented attitudePreferred:* 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.comOther 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.**## 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.*