Local to CA, TX, NY, MN, FL, IL-Technical Support Representative(W-14870608) (32583)

Position Title: Technical Support Representative
Location & Work Arrangement: Hybrid (2 days onsite per week)

Available Locations:

• California: Glendale, Sacramento, Torrance
  
  
• Florida: Tampa
  
  
• Illinois: Chicago, Riverwoods
  
  
• Minnesota: Minneapolis
  
  
• New York: Babylon, Colonie, Monsey, New York City
  
  
• 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

• Resolve technical issues related to Wolters Kluwer products for both customers and internal employees
  
  
• Manage support cases via multiple channels (phone, email, Salesforce)
  
  
• Handle multiple cases simultaneously while maintaining accurate and detailed documentation
  
  
• Conduct root cause analysis and implement effective problem resolution strategies
  
  
• Provide clear, step-by-step guidance to customers
  
  
• Escalate complex issues to the appropriate technical teams
  
  
• Create and update procedural documentation
  
  
• Support training initiatives and contribute to knowledge sharing
  
  
• Participate in product testing and usability reviews
  
  
• Foster and maintain strong customer relationships

Required Qualifications

Education (One of the following):

• Bachelor's degree (preferred: Management Information Systems, Information Technology), or
  
  
• High school diploma/GED with a minimum of 2 years of customer or technical support experience

Technical Skills

• Proficiency in computer troubleshooting
  
  
• Experience with browser and basic network troubleshooting
  
  
• Familiarity with case management systems (e.g., Salesforce)
  
  
• Basic technical documentation skills
  
  
• Understanding of support center processes and best practices

Professional Competencies

• Strong analytical and problem-solving skills
  
  
• Excellent verbal and written communication abilities
  
  
• High attention to detail
  
  
• Strong time management and multi-tasking capabilities
  
  
• Flexibility and adaptability in a fast-paced environment
  
  
• Strong customer service orientation
  
  
• Ability to collaborate effectively in a team setting

Work Requirements

• Flexibility to accommodate varying work schedules
  
  
• Ability to manage multiple priorities effectively
  
  
• Commitment to continuous learning and professional development
  
  
• Onsite presence required two days per week
  
  
• Residency in or near one of the listed work locations

Additional Responsibilities

• Cross-training on various products and systems
  
  
• Assisting in the onboarding and training of new employees
  
  
• Contributing to process improvement initiatives
  
  
• Supporting a collaborative and team-oriented work environment
  
  
• Participating in project-related tasks as assigned

Key Success Factors

• Proactive approach to identifying and resolving issues
  
  
• Ability to communicate complex information clearly and effectively
  
  
• Strong case management and organizational skills
  
  
• Dedication to customer satisfaction
  
  
• Adaptability to evolving processes and tools
  
  
• 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.