Customer Service Associate Customer Service Associate …

Wolters Kluwer
in Waltham, MA, United States
Permanent, Full time
Be the first to apply
Wolters Kluwer
in Waltham, MA, United States
Permanent, Full time
Be the first to apply
Customer Service Associate
Customer Service Technical Associate USA-MA-Waltham-Third Ave/en-US/External/job/USA-MA-Waltham-Third-Ave/Customer-Service-Technical-Associate_R0008780/apply

Wolters Kluwer Health is a leading global provider of content for healthcare professionals, serving physicians, surgeons, nurses, allied health professionals, pharmacists, academics, payers, and the life sciences with solutions for research and development, the point-of-learning, the point-of-dispensing, and the point-of-care. Wolters Kluwer Health has three market-centered business units to serve the needs of its diverse customer base: Medical Research, Professional & Education, and Clinical Solutions

Basic Function

The Customer Service Technical Associate is responsible for performing technical troubleshooting to resolve problems related to the UpToDate application and its integration to other software applications. This position is responsible for being the initial technical support contact for our enterprise customer base and individual customers that have a technical problem. This role will also be responsible for handling Emmi related case work.

Essential Duties and Responsibilities

  • This job covers the 12:00 PM to 9:00 PM shift
  • Provide technical support and technical issue resolution in a consultative manner via email, phone and other electronic medium
  • Triage, verify and resolve reported issues
  • Document all internal and external correspondence detailing the symptoms, troubleshooting steps taken, next steps planned and case resolution
  • Address cases escalated from End User Support
  • Escalate cases if required
  • Provide consultative internal support for Sales by acting as a product/environment technical resource
  • Participate in the rotating after hours support program
  • Author product knowledge articles

Other Duties

Assume additional duties as requested.

Job Qualifications

  • 2+ years delivering technical support of web based business application software
  • Bachelors Degree from an accredited 4-year college or university or relevant experience
  • Understanding of TCP/IP networking and troubleshooting
  • Must be able to work both independently and as an integral part of a team
  • Strong troubleshooting skills
  • Excellent interpersonal, communication and customer service skills
  • Experience working within a call center environment preferred
  • Experience in implementing ASP, and PHP files preferred
  • Experience with Salesforce Service Cloud a plus
  • Experience in SQL Server and SQL queries
  • Experience in understanding and supporting complex applications
  • Familiarity with network architectures and security best practices
  • Familiarity with Electronic Medical Records systems or Health Information Technology a plus

Travel requirements


Physical Demands

Normal office environment

All Locations: USA-MA-Waltham-Third AvePosted YesterdayFull timeR0008780

Wolters Kluwer (WKL) is a global leader in professional information, software solutions, and services for the health, tax & accounting, finance, risk & compliance, and legal sectors. We help our customers make critical decisions every day by providing expert solutions that combine deep domain knowledge with advanced technology and services.

Wolters Kluwer reported 2019 annual revenues of 4.6 billion. The group serves customers in over 180 countries, maintains operations in over 40 countries, and employs approximately 19,000 people worldwide. The company is headquartered in Alphen aan den Rijn, the Netherlands. Wolters Kluwer shares are listed on Euronext Amsterdam (WKL) and are included in the AEX and Euronext 100 indices.

For more information about our solutions and organization, visit , follow us on , , and .


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.