Wolters Kluwer Customer Support Associate in Indianapolis, Indiana
Wolters Kluwer Health's Clinical Effectiveness (CE) organization is a fast-growing and innovation-driven healthcare information technology (HIT) provider working on the front lines of clinical care. Our talented team of physician and pharmacist editors, technologists, and product visionaries collaborate to provide advanced clinical decision support solutions that measurably improve clinical effectiveness by helping healthcare professionals provide optimal care for their patients.
The Customer Support Associate (CSA) for the Wolters Kluwer Clinical Drug Information, Medi-Span software suite has primary responsibility for providing assistance to Medi-Span customers (e.g., IT, Health Care facilities, clinicians) by responding to incoming requests, providing solutions, and escalating as needed. CSAs also manage issues requiring in-depth research by either editorial or data acquisition by establishing tickets, monitoring progress, and reporting results to customers. CSA activities include: learning the Medi-Span products; triaging and providing customer support; acting as point of contact on involved ticket issues; assisting with the on-boarding of new accounts; providing exceptional customer service; contributing to customer satisfaction and organizational success; and representing Wolters Kluwer within the industry.
Specific responsibilities and requirements follow.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Learns the Medi-Span products and service offerings, as well as the overall WK Clinical Drug Information product line by attending and engaging fully in any available formal or informal training sessions as well as engaging in one-on-one training with Manager and/or Senior CSR.
Provides customer support for incoming questions or issues regarding products and services the organization provides by responding to incoming customer requests (e.g., telephone, e-mail).
Serves as point of contact for content and data acquisition issues requiring in depth involvement by establishing rapport with customer to facilitate working relationship; identifying appropriate editorial resource necessary to resolve customer issues; acting as the primary point of contact during the ticket(s); monitoring and tracking required follow-up communications and deliverables.
Assists with on-boarding of assigned new accounts by establishing an on-going rapport with clients to continue a solid working relationship.
Contributes to customer satisfaction and organizational success by fostering a professional rapport with customers to encourage continued interaction with WK; balancing work time on incoming calls with completing open tickets; working collaboratively and directly with customers and internal resources to deliver solutions that exceed customer expectations and minimize customer impacts.
Represents Wolters Kluwer by developing and maintaining comprehensive knowledge of Wolters Kluwer products, industry and technical trends, and general business and financial acumen through various sources and initiative.
Works non-standard hours (holidays) when necessary.
Performs other duties as requested by Manager.
Education: High School Diploma or equivilant experience. Associate or Bachelor's Degree preferred.
Required Experience, Knowledge and Tools:
1 year of business-to-business customer service, help desk experience or related internship experience, including:
Experience working with professionals via phone and/or email.
Building rapport with co-workers and customers.
Gathering and analyzing customer data and user requirements.
Integrating information from multiple sources quickly and accurately.
Demonstrated ability to prioritize and manage multiple projects.
Working in a fast paced, changing environment.
Utilizing highly developed communication skills, including both excellent verbal skills and accurate written communication.
Communicating with technical and non-technical customers at all organizational levels.
Working independently with little direction.
Experience using Microsoft Suite (Word, Excel, Outlook).
3 years business-to-business customer service or help desk experience.
Providing customer support service to large customers with complex technical needs.
Troubleshooting and solving basic interface and technical issues.
Experience documenting information in a CRM system.
Experience using an order fulfillment system.
Travel Requirements: Minimal travel, approximately 5% of work time.
Physical Demands: Normal office environment.
ABOUT WOLTERS KLUWER
Wolters Kluwer N.V. (AEX: WKL) is a global leader in information services and solutions for professionals in the health, tax and accounting, risk and compliance, finance and legal sectors. We help our customers make critical decisions every day by providing expert solutions that combine deep domain knowledge with specialized technology and services.
Wolters Kluwer reported 2017 annual revenues of €4.4 billion. The company, headquartered in Alphen aan den Rijn, the Netherlands, serves customers in over 180 countries, maintains operations in over 40 countries and employs 19,000 people worldwide. Wolters Kluwer shares are listed on Euronext Amsterdam (WKL) and are included in the AEX and Euronext 100 indices. Wolters Kluwer has a sponsored Level 1 American Depositary Receipt program. The ADRs are traded on the over-the-counter market in the U.S. (WTKWY). For more information about our solutions and organization, visit www.wolterskluwer.com, follow us on Twitter, Facebook, LinkedIn, and YouTube.
EQUAL EMPLOYMENT OPPORTUNITY (EEO)
Wolters Kluwer U. S. Corporation and all of its subsidiaries, divisions, 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.
For any assistance with your application for this job opening, please call the HR Source at (888) 495-4772 or email HRSource@WoltersKluwer.com. TTY is also available at 888 (4985) 4771.
The above statements are intended to describe the general nature and level of work being performed by most people assigned to this job. They are not intended to be an exhaustive list of all duties and responsibilities and requirements.
Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled