Job Details
As a Customer Service Technical Lead your primary responsibility is to provide exceptional overall experience for CCH Axcess, ProSystem fx Tax, and CCH Research customers by researching, diagnosing and responding to inquiries in an expeditious, thorough and professional manner. In this role you will work closely with Product Management, Development and QA to resolve customer issues and improve the application offerings. **Basic Function**
**Essential Duties and responsibilities**
* Provide elevated technical customer support for multiple applications
* Identify and document resolution to reoccurring inquiries
* Act as escalation point for other Support teams
* Create technical articles and training for other Support teams
* Assist with product enhancement suggestions and design
* Act as liaison between Support, customers, Product Management and Development to ensure customer success
**Other Duties**
Other duties as assigned.
**Job Qualifications**
Education:
* Bachelor's degree in computer science, MIS or related degree and 3 or more years of experience in an IT environment supporting data operations including database management, networking, security or similar areas
* Associate's Degree or Technical Certification(s) and 4 or more years of professional experience in an IT environment supporting data operations including database management, networking, security or similar
OR
* High school Diploma or GED and 6 or more years of professional experience in an IT environment supporting data operations including database management, networking, security or similar areas
Experience:
* Experience supporting IT at accounting firms preferred
* Experience and technical expertise in: C/C++, Web Services (SOAP), NET/C#, and SQL
Other Knowledge, Skills, Abilities or Certifications: (First list requirements, followed by preferences.)
* Project Management Skills
* MCITP, MCSE, CCA, Network+, Server+, A+ Technical Certification
* Knowledge of development in JavaScript, Objective C, and Java using Visual Studio, XCode, and other IDEs
* Knowledge of XML file structure
* Excellent at problem solving and a talent for identifying creative solutions
* Strong communication and interpersonal skills.
* Able to prioritize and work on multiple projects simultaneously.
* Ability to work a flexible schedule and overtime as required to meet objectives.
* Must be able to work independently and in a team environment, in a cubicle environment, with long periods of sitting.
**Travel requirements**
None
**Physical Demands**
Normal Office Environment
location2 Locationslocation3 Locationslocation2 Locations**The Power of Purpose**
Wolters Kluwer reported 2020 annual revenues of 4.6 billion, employs over 19,000 people worldwide and maintains operations in over 40 countries. The company is headquartered in Alphen aan den Rijn, the Netherlands. Wolters Kluwer shares are listed on Euronext Amsterdam (WKL) and are included in the AEX and Euronext 100 indices.
For more information about our solutions and organization, visit , follow us on , , and .
**U.S. COVID-19 Vaccination Requirements**
In order to help ensure a healthy and safe workplace for our employees, contingent workers and visitors, Wolters Kluwer currently requires all US employees to be fully vaccinated against COVID-19. Candidates will be required to provide sufficient proof of full vaccination in order to be eligible for employment. Wolters Kluwer will consider all requests for reasonable accommodation for this requirement based on disability and/or sincerely held religious belief and will decide on an individualized basis whether an accommodation can be granted.