Job Description

In this role you will work as part of a team providing first level customer support service for customers (accounting practices) using our accounting software (CCH Central Suite of products and our cloud solution, CCH OneClick). This role provides resolution to product issues by phone, Support Portal or web chat.

You will be a confident, determined self-starter with excellent problem solving and communication skills. We like quick learners that enjoy resolving challenging situations. You will get the flexibility to work in an environment where there is the freedom to act and get the authority to take decisions. You will be required to learn and support a number of our software- products and whilst specific application and IT skills are important, a commitment to providing excellent customer service, taking initiative and working with a strong team ethic are equally so. You will be supported by colleagues from across the team to ensure you are supported in learning the products and systems you need to support.

Responsibilities

• Provide excellent software support that is efficient in response times and effective in resolution.
• Resolve moderately complex product related queries reported by customers via telephone, customer community and remote access
• Analyse product questions or reproduce product issues and provide or develop appropriate solutions related to supported applications/functionality using working knowledge
• Liaise with internal teams where necessary to help find a resolution
• Understand key business drivers and build knowledge of products, company, processes and customers

Skills & Competencies

• A working knowledge of financial and compliance audits or a recent degree in Accounting, Finance or Business Administration
• Good problem-solving skills
• Ability to learn new software products quickly
• Professional and excellent communication skills, both written and verbal, to deal with customer representatives at all levels
• Ability to learn and adapt to new technologies quickly
• An appreciation and a commitment in delivering outstanding customer service
• Good work and team ethic
• Ability to use time well and deliver work on the agreed time frames.

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Wolters Kluwer