Content Support Representative / 13-10008 at Wichita

Position Description:

13-10008 Content Support Representative

Wolters Kluwer Tax & Accounting; CCH Tax & Accounting North America, has an opening for a Content Support Representative in our Wichita, KS office.

Wolters Kluwer Tax & Accounting; CCH Tax & Accounting North America (www.tax.cchgroup.com) is a leading provider of tax, accounting and audit information, software and services. It has served tax, accounting and business professionals since 1913. Among its market-leading products are The ProSystem fx Office, CorpSystem, CCH TeamMate, CCH Tax Research NetWork, Accounting Research Manager and the U.S. Master Tax Guide. CCH is based in Riverwoods, Ill. CCH offers a range of innovative online productivity tools as part of IntelliConnect, including the award-winning CCH@Hand - a breakthrough application that speeds and integrates tax research with the workflows of accountants, tax preparers and lawyers.

As a Content Support Representative your primary responsibility will be to resolve basic to moderately complex customer issues. While working under general supervision, you will provide product support to internal and external customers on product specific issues and provide remote technical and application support to customers via phone, email, online chat, and/or remote system access. In this role you will need to develop strong product knowledge in order to correlate customer inquiries to CCH products and solutions. You will then resolve these issues by researching technical publications, product guides and by working on common inquiries utilizing the information provided in product guides and support knowledge databases.

Please note: As a Content Support Representative, you must be able to work a flexible schedule that includes normally scheduled evening hours. You must also be able to work overtime hours that may include evenings & weekends as needed to meet objectives during peek season.

Essential Duties and Responsibilities:
Manage 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.
Mentor existing staff and monitor open tickets of assigned PSRs to assure timely and effective resolution.
Cross-train on other CCH 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.

Qualifications:

Minimum Qualifications:
Bachelors Degree
OR
High School Diploma (or equivalent) and a minimum of 2 years of work experience as a Tax, Accounting and Audit Practitioner or Product /Customer Support Representative in a B2B (Business-to-Business) Software organization.
OR
High School Diploma (or equivalent) and a minimum of 4 years of work experience in a Customer Support or Call Center environment.
Must be able to work approved overtime and non-standard hours (including evenings & weekends) as required to meet objectives.
Must be legally authorized to work in the United States without sponsorship.

Preferred Qualifications:
Bachelors Degree in Business, Accounting or Finance.
Experience working with CCH tax and accounting software.
Tax preparation or public accounting experience.
Experience working in a help desk or customer support environment.

Additional Skills, Knowledge & Abilities:
Knowledge of tax, accounting and audit principles, practices and legislation/regulations.
Advanced computer and internet skills including Microsoft office.
Service orientation - high commitment to meeting needs of customers and colleagues.
Advanced professional communication skills both written and verbal.
Ability to diffuse and provide effective resolution to customer complaints.
Strong analytical and decision making skills.
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.
Experience with customer relationship management systems is a plus.
CPA, EA or other Accounting Certification is a plus.
MCITP, MCSE, CCA, Network+, Server+ or A+ Technical Certification a plus.

Apply to:
https://www.wolterskluwer.apply2jobs.com/ProfExt/index.cfm?fuseaction=mExternal.showJob&RID=10008&CurrentPage=1

About Wolters Kluwer
Wolters Kluwer (www.wolterskluwer.com) is a market-leading global information services company. Professionals in the areas of legal, business, tax, accounting, finance, audit, risk, compliance, and healthcare rely on Wolters Kluwers leading, information-enabled tools and solutions to manage their business efficiently, deliver results to their clients, and succeed in an ever more dynamic world.

Wolters Kluwer has 2012 annual revenues of 3.6 billion ($4.6 billion/306 million), employs approximately 19,000 people worldwide, and maintains operations in over 40 countries across Europe, North America, Asia Pacific, and Latin America. Wolters Kluwer is headquartered in Alphen aan den Rijn, the Netherlands. Its shares are quoted on Euronext Amsterdam (WKL) and are included in the AEX and Euronext 100 indices.

Visit our website, YouTube or follow @Wolters_Kluwer on Twitter for more information about our customers, market positions, brands, and organization.

Wolters Kluwer offers a competitive compensation and benefit package including 4-weeks of paid time off (1st year), 12 paid holidays, and a generous profit sharing program.

Wolters Kluwer is an equal opportunity employer and we are committed to a diverse workforce.
Country: USA, State: Kansas, City: Wichita, Company: Wolters Kluwer.