Hybrid Technical Customer Support Specialist

wk; Hagerstown (MD); Hybrid; USD 30,000 - 50,000; Full time

Benefits offered by this job

Medical, Dental, & Vision Plans

401(k)

Vacation and Sick Time

Paid Parental Leave

Job summary

Wolters Kluwer is seeking a Technical Customer Service team member in a hybrid role, requiring up to 8 days per month in the Hagerstown, MD office. The role emphasizes professionalism, product knowledge, and delivering exceptional service to customers.

You will handle account lookups, order inquiries, CRM-driven case management, and interface with multiple systems to resolve issues. The position offers comprehensive benefits and a compensation range reflecting US market rates.

Qualifications

• Excellent communication and interpersonal skills.
• Ability to stay organized and multitask in a fast-paced environment.
• Professional demeanor and commitment to customer satisfaction.

Responsibilities

• Assist with account lookup and navigation, as well as product access extensions, adjustments and/or related issues.
• Respond to customer inquiries that include order entry, adjustments, subscriptions, and queries related to existing orders from multiple sources.
• Managing customer inquiries from onset to resolution using established procedures to solve routine problems
• Manage database records to maintain customer accounts, ensuring accurate entry and upkeep of all transactions according to business policies
• Manage information flow ensuring that enhancement requests, bugs, and other product issues are communicated.
• Use provided systems and procedures to monitor quality control for all customer interactions
• Adhere to expected deadlines to ensure minimal backlogs and meet service level
• Build brand advocacy and customer loyalty by employing WK values
• Able to work extended hour shift
• Perform other tasks/duties as assigned.

Skills

Excellent communication

Organizational skills

Multi-tasking

Professionalism

Education

High school diploma / GED

Tools

CRM systems

Microsoft Office 365

Job description

Wolters Kluwer is seeking a Technical Customer Service team member in a hybrid role, requiring up to 8 days per month in the Hagerstown, MD office. The role emphasizes professionalism, product knowledge, and delivering exceptional service to customers.

You will handle account lookups, order inquiries, CRM-driven case management, and interface with multiple systems to resolve issues. The position offers comprehensive benefits and a compensation range reflecting US market rates.