LOCATION: Remote U.S.OVERVIEWYou will deliver world-class customer service with knowledge about Wolters Kluwer products and business practices. Our values propel us to put the customer at the center of everything we do, honor our commitment to continuous improvement and innovation, aim high and deliver the right results, and most importantly: win as a teamYou will provide technical and customer pre-and post-sales support across Wolters Kluwer Health applications through analysis and problem solving to facilitate installation, implementation, maintenance, education, and documentation for online and desktop software. The customer base spans across individuals, medical professionals and students, medical and academic faculty and researchers who interact with customer service.You are responsible for utilizing various information systems such as Salesforce CRM, backend support and fulfillment systems, etc., to provide account maintenance, order entry, and customer service by phone, email, and chat for Wolters Kluwer customers. You will report to Customer Service Manager.Your shift hours would be 11:00am – 7:30pm Eastern time. Training will be 9:00am – 5:00pm Eastern Time.DUTIESYou will provide customer support for a variety of inquiries including:Help with account lookup and navigation, product access extensions, adjustments, and related issues.Respond to customer inquiries including order entry, adjustments, subscriptions, and queries related to existing orders from multiple sources.Manage customer inquiries from onset to resolution using established procedures to solve routine problemsManage database records to maintain customer accounts, ensuring accurate entry and upkeep of all transactions according to business policiesManage 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 interactionsFollow expected deadlines to ensure minimal backlogs and meet service levelBuild brand advocacy and customer loyalty by employing WK valuesAble to work extended hour shiftQUALIFICATIONSEducation: High school diploma, GED, or equivalent requiredExperience:Previous customer service experienceProficiency in Microsoft Office/Office 3651 years of experience within a Call Center role or equivalent (i.e., trade school or other training) preferredExperience with CRM systems preferredOther SkillsExperience assisting customers through phone, chat, and email supportHigh level of service through difficult customer interactionsTRAVEL: Minimal for team meetingsEQUAL EMPLOYMENT OPPORTUNITY Wolters Kluwer U. S. Corporation and all of its subsidiaries, divisions and customer/business units is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.