Job Description

Health, Pharmacy Health Technology, a key business within Wolters Kluwer Health, is a leading provider in the hospital pharmacy market and helps health-systems and health care professionals improve patient outcomes and prevent harm with our Software as a service (SaaS) solutions. If you have strong interpersonal skills, are reliable, organized, outgoing and creative, we would like to hear from you! We offer a relaxed, creative and inspired environment where great people and ideas thrive.

Health, Pharmacy Health Technology is currently searching for a Customer Service Technical Associate for our Client Support and Training team. Customer Service Technical Associates are responsible for providing front line support for clients, both via phone and email communication. In their role, Customer Service Technical Associates will possess working knowledge of all product applications. The role will provide excellent customer service to clients and internal staff. Main duties will include screening and triaging support calls and emails for first call resolution or escalation to appropriate parties.

• Work Shift: 8:00am-4:30pm or 7:30am-4:00pm CST. On call every 5th week.  

Responsibilities

• Provide support to customers for all products

• Diagnose and resolve intermediate technical issues.

• Create, monitor, document and complete support cases generated from incoming client calls, emails, and internal requests

• Gather requirements from internal and external clients to appropriately handle support cases

• Communicate to internal and external clients the status of support issues being worked on

• Ensure thorough documentation of support actions

• Prepare and escalate cases that require further assistance to Product Specialists

• Assist in the development of team processes and procedures in an effort to streamline and increase efficiency

• Train product end users and new Support staff as needed

• Provide support in testing new product updates.

• Monitor service performance indicator

• Assist with projects as requested by Support leadership

Qualifications

• High School diploma required or equivalent

• 1+ years’ experience in a customer service or technical support role

• Experience with Microsoft Office Suite

• Excellent oral and written communication skills

• Excellent attention to detail and thorough work skills

• Excellent organizational and prioritization skills

• Experience with internet-based software applications, including troubleshooting

Our Interview Practices

To 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.

Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process.

Compensation:

Compensation 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. 

Additional Information:

Wolters 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.