CCH Tagetik, a Wolters Kluwer company, is hiring an Associate Customer Service Technical Specialist. You will provide direct technical support for Consumer Compliance software products, resolving customer issues through multiple channels and configuring software in customer networks and SaaS platforms. This role is directly accountable for the customer's support experience and requires maintaining deep technical skills and compliance regulation knowledge.

What You'll Do

Identify and handle first-level customer inquiries via phone, email, chat, and web ticketing.
Effectively resolve customer problems, diagnosing whether issues stem from user error, application design, or an application deficiency.
Apply customer service policies and educate customers on products and services.
Document all customer interactions in Salesforce accurately and completely.
Analyze and document customer issues with the goal of first-contact resolution.
Perform team-based analysis and collaborate to solve complex problems.
Communicate application and technical issues clearly in writing.
Maintain a strong understanding of financial institution banking and business processes.
Provide 24 x 7 pager coverage for designated products.
Complete special projects as assigned and maintain regular attendance.

What We're Looking For

BA/BS degree in Computer Science, BCIS, or a related field, or equivalent work-related experience.
1 year of previous technical customer service experience.
Ability to work flexible hours between 7:00 a.m. and 7:00 p.m.

Nice to Have

Working knowledge or experience with cloud computing platforms such as Azure, Google Cloud, or AWS.

Technical Stack

MS SQL Server: SQL scripting, jobs, maintenance plans, stored procedures, troubleshooting, and data import/export.
SaaS monitoring tools like Splunk and Datadog.
Web Technologies: ASP.NET, AJAX, JSON, Web Services (ASMX, WSDL).
Markup & Data: HTML/DHTML, CSS, XML, MSLT, XSD, SOAP.