{"id":3980561,"url":"https://alion.io/job/wolters-kluwer-customer-service-technical-associate","title":"Customer Service Technical Associate","company":{"id":2555,"name":"Wolters Kluwer","domain":"wolterskluwer.com","url":"https://alion.io/company/wolters-kluwer","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":80,"open_postings":63,"ghost_share":0.032,"stale_share":0.667,"repost_share":0.063,"time_to_fill_p50_days":36,"computed_at":"2026-11-10T06:52:35Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"junior","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Hagerstown, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":29700,"max":49650,"currency":"USD","period":"year","gross":null,"usd_annual":49650},"salary_estimate":null,"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false},{"name":"Salesforce","optional":false}],"status":"live","first_seen_at":"2026-11-09T19:35:05Z","employer_posted_date":"2026-11-09","last_verified_at":"2026-11-10T07:58:32Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"LOCATION: Hybrid - 8 days per month in the Hagerstown MD office\nOVERVIEW\nThe Technical Customer Service team delivers world-class customer service with a high level of professionalism, diplomacy, and knowledge about Wolters Kluwer products and business practices. Our values propel us to put the customer at the center of everything we do, honor our commitment to continuous improvement and innovation, aim high and deliver the right results, and most importantly: win as a team.\nThe working hours are 11:00am to 7:3-pm.\nThe Technical Customer Service Representative provides technical and customer pre- and post-sales support across Wolters Kluwer Health applications through analysis and problem solving to facilitate installation, implementation, maintenance, education, and documentation for online and desktop software. The customer base spans across individuals, medical professionals and students, medical and academic faculty and researchers who interact with customer service.\nThe Technical Customer Service Representative is responsible for utilizing various information systems such as Salesforce CRM, backend support and fulfillment systems, etc., to provide account maintenance, order entry, and customer service via phone, email, and chat for Wolters Kluwer customers.\nRESPONSIBILITIES\nThe Technical Customer Service Representative provides customer support for a variety of inquiries, including:\nAssist with account lookup and navigation, as well as product access extensions, adjustments and/or related issues.\nRespond to customer inquiries that include order entry, adjustments, subscriptions, and queries related to existing orders from multiple sources.\nManaging customer inquiries from onset to resolution using established procedures to solve routine problems\nManage database records to maintain customer accounts, ensuring accurate entry and upkeep of all transactions according to business policies\nManage information flow ensuring that enhancement requests, bugs, and other product issues are communicated.\nUse provided systems and procedures to monitor quality control for all customer interactions\nAdhere to expected deadlines to ensure minimal backlogs and meet service level\nBuild brand advocacy and customer loyalty by employing WK values\nAble to work extended hour shift\nPerform other tasks/duties as assigned.\nQUALIFICATIONS\nEducation: High school diploma, GED, or equivalent required\nExperience:\nPrevious customer service experience required\nProficiency in Microsoft Office/Office 365 required\n1+ years of experience within a Call Center role or equivalent (i.e., trade school or other training) preferred\nExperience with CRM systems preferred\nOther Knowledge. Skills, & Abilities:\nExcellent communication and organizational skills\nAbility to maintain professionalism and high level of service through difficult customer interactions\nAbility to multi-task and work in a fast-paced environment\nTRAVEL: Minimal\nOur Interview Practices\nTo maintain a fair and genuine hiring process, we kindly ask that all candidates participate in interviews without the assistance of AI tools or external prompts. Our interview process is designed to assess your individual skills, experiences, and communication style. We value authenticity and want to ensure we’re getting to know you-not a digital assistant. To help maintain this integrity, we ask to remove virtual backgrounds and include in-person interviews in our hiring process. Please note that use of AI-generated responses or third-party support during interviews will be grounds for disqualification from the recruitment process.\nApplicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process.\nCompensation:\n$29,700.00 - $49,650.00 USDCompensation range listed is based on primary location of the position. Actual base salary offer is influenced by a wide array of factors including but not limited to skills, experience and actual hiring location. Your recruiter can share more information about the specific offer for the job location during the hiring process.\nAdditional Information:\nWolters Kluwer offers a wide variety of competitive benefits and programs to help meet your needs and balance your work and personal life, including but not limited to: Medical, Dental, & Vision Plans, 401(k), FSA/HSA, Commuter Benefits, Tuition Assistance Plan, Vacation and Sick Time, and Paid Parental Leave. Full details of our benefits are available upon request.","description_format":"text","description_chars":4476,"description_truncated":false,"requirements":{"experience_years_min":1,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"high_school","optional":false},"security_clearance":false,"languages":[]},"benefits":["Parental leave"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["RegTech, AML & Compliance","Clinical Decision Support","Accounting & Tax Software","Legal Software"],"lifecycle":[{"event":"open","at":"2026-11-09T19:35:05Z"}],"visa":[],"liveness":{"score":63,"band":"ok","label":"Likely open","p_open":1,"p_active":0.632,"p_room":1,"age_days":0,"expected_fill_days":36,"reasons":["conf:5","stale_co","velocity","win:early","comp:junior,brand"],"computed_at":"2026-11-10T06:52:35Z"},"pay":{"stated_usd_annual":49650,"is_top_pay":false},"html_url":"https://alion.io/job/wolters-kluwer-customer-service-technical-associate","json_url":"https://alion.io/job/wolters-kluwer-customer-service-technical-associate.json","meta":{"generated_at":"2026-11-10T08:36:41Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":19977,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-11T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":2555},"rest":"https://alion.io/mcp/rest/get_company?id=2555"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fwolters-kluwer-customer-service-technical-associate"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fwolters-kluwer-customer-service-technical-associate"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fwolters-kluwer-customer-service-technical-associate"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/wolters-kluwer-customer-service-technical-associate\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fwolters-kluwer-customer-service-technical-associate"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3980561}},{"tool":"search_jobs","arguments":{"company":"wolterskluwer.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3980561},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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