Position Title: Technical Support Representative
Location & Work Arrangement: Hybrid (2 days onsite per week)
Available Locations:
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California: Glendale, Sacramento, Torrance
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Florida: Tampa
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Illinois: Chicago, Riverwoods
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Minnesota: Minneapolis
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New York: Babylon, Colonie, Monsey, New York City
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Texas: Austin, Coppell, Dallas, Houston
Employment Type: W2 only
Contract Type: Contract
Note: Candidates must be local to one of the listed locations. Relocation assistance is not provided.
Position Overview
On behalf of our client, Wolters Kluwer, we are seeking a Technical Support Representative to deliver high-quality product and platform support. This role combines technical troubleshooting with exceptional customer service to ensure an optimal user experience.
Essential Responsibilities
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Resolve technical issues related to Wolters Kluwer products for both customers and internal employees
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Manage support cases via multiple channels (phone, email, Salesforce)
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Handle multiple cases simultaneously while maintaining accurate and detailed documentation
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Conduct root cause analysis and implement effective problem resolution strategies
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Provide clear, step-by-step guidance to customers
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Escalate complex issues to the appropriate technical teams
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Create and update procedural documentation
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Support training initiatives and contribute to knowledge sharing
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Participate in product testing and usability reviews
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Foster and maintain strong customer relationships
Required Qualifications
Education (One of the following):
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Bachelor’s degree (preferred: Management Information Systems, Information Technology), or
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High school diploma/GED with a minimum of 2 years of customer or technical support experience
Technical Skills
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Proficiency in computer troubleshooting
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Experience with browser and basic network troubleshooting
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Familiarity with case management systems (e.g., Salesforce)
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Basic technical documentation skills
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Understanding of support center processes and best practices
Professional Competencies
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Strong analytical and problem-solving skills
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Excellent verbal and written communication abilities
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High attention to detail
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Strong time management and multi-tasking capabilities
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Flexibility and adaptability in a fast-paced environment
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Strong customer service orientation
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Ability to collaborate effectively in a team setting
Work Requirements
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Flexibility to accommodate varying work schedules
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Ability to manage multiple priorities effectively
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Commitment to continuous learning and professional development
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Onsite presence required two days per week
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Residency in or near one of the listed work locations
Additional Responsibilities
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Cross-training on various products and systems
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Assisting in the onboarding and training of new employees
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Contributing to process improvement initiatives
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Supporting a collaborative and team-oriented work environment
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Participating in project-related tasks as assigned
Key Success Factors
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Proactive approach to identifying and resolving issues
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Ability to communicate complex information clearly and effectively
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Strong case management and organizational skills
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Dedication to customer satisfaction
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Adaptability to evolving processes and tools
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Active participation in team initiatives and knowledge sharing
This position provides the opportunity to work with a leading provider of professional information services. The role blends technical problem-solving with customer engagement in a dynamic, supportive environment.
Note: Only local candidates able to meet the onsite work requirement (2 days per week) will be considered. Relocation assistance is not available.