Tax Software Support Specialist

Wolters Kluwer; Kennesaw (GA); Hybrid; 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

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.