325 Customer Support Specialist jobs in Madison

Our client is looking for a highly skilled and dedicated Remote Senior Customer Support Specialist to provide exceptional technical assistance and customer service. This role is fully remote, allowing you to work from anywhere within the US. You will be the primary point of contact for customers facing technical issues with our client's innovative software solutions. Your expertise will be crucial in troubleshooting, resolving complex problems, and ensuring a seamless customer experience. This position demands a proactive approach, excellent communication skills, and a passion for customer satisfaction.

Responsibilities:

• Provide advanced technical support to customers via phone, email, and chat, resolving complex issues related to our client's software products.
• Troubleshoot and diagnose software and hardware problems, identifying root causes and implementing effective solutions.
• Document all customer interactions, issues, and resolutions in the CRM system with meticulous detail.
• Develop and maintain a deep understanding of our client's product suite, including new features and updates.
• Create and update knowledge base articles, FAQs, and troubleshooting guides to empower customers and support teams.
• Collaborate with engineering and product teams to report bugs, suggest product improvements, and advocate for customer needs.
• Train and mentor junior support staff on best practices and advanced troubleshooting techniques.
• Identify trends in customer issues and provide feedback to management for process improvements.
• Ensure customer satisfaction by delivering timely, accurate, and empathetic support.

Qualifications:

• Proven experience (5+ years) in a technical customer support or helpdesk role, with a focus on software applications.
• Exceptional problem-solving and analytical skills with the ability to diagnose complex technical issues.
• Excellent written and verbal communication skills, with the ability to explain technical concepts clearly to non-technical users.
• Proficiency in using CRM software and ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
• Strong understanding of operating systems (Windows, macOS), networking principles, and common software applications.
• Ability to work independently and manage time effectively in a remote work environment.
• A customer-centric mindset with a genuine desire to help others.
• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
• Experience with SaaS products and cloud-based technologies is highly desirable.

This is a fantastic opportunity for a motivated individual to contribute to a growing company while enjoying the flexibility of a remote position.

Our client, a rapidly expanding software company, is seeking an exceptional Remote Senior Customer Support Specialist to join their dedicated, remote-first customer success team. This role is ideal for a compassionate and solutions-oriented individual who thrives on helping customers resolve complex technical issues and ensures a positive user experience. You will be a key point of contact, providing advanced support, troubleshooting technical problems, and contributing to the continuous improvement of our support processes and knowledge base. This is a fully remote position, allowing you to work from home anywhere in the US.

Responsibilities:

• Provide advanced technical support and troubleshooting for software products via phone, email, and chat.
• Resolve complex customer issues efficiently and effectively, escalating when necessary to engineering or product teams.
• Develop and maintain comprehensive documentation, including FAQs, knowledge base articles, and troubleshooting guides.
• Assist in training and mentoring junior support staff, sharing best practices and product knowledge.
• Identify recurring customer issues and collaborate with product development teams to implement permanent solutions.
• Gather customer feedback and insights to inform product enhancements and service improvements.
• Manage customer escalations and ensure timely and satisfactory resolution.
• Contribute to the development and refinement of support policies and procedures.
• Maintain accurate and detailed records of customer interactions and resolutions in the CRM system.
• Act as a product expert and advocate for customer needs within the organization.

Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
• Minimum of 5 years of experience in technical customer support or a similar customer-facing role, with at least 2 years in a senior capacity.
• Proven ability to troubleshoot complex software issues and guide users through technical solutions.
• Excellent communication, empathy, and problem-solving skills.
• Proficiency with CRM software (e.g., Zendesk, Salesforce Service Cloud) and ticketing systems.
• Experience creating and managing knowledge base content.
• Ability to work independently, manage time effectively, and meet performance metrics in a remote setting.
• Strong understanding of SaaS products and the software development lifecycle.
• Experience in training or mentoring team members is highly desirable.

This is a fantastic opportunity to join a growing company and excel in a supportive, remote work environment, making a real difference in customer satisfaction.

We are seeking an enthusiastic and talented **Client Support Specialist** to support our clients. The role involves supporting a team of Program Managers in client account management and working closely with other internal teams to resolve concerns for individual clients.
We hope you are the exceptional person we are looking for to join our supportive and diverse team. If you share our passion for helping customers throughout their learning and assessment journeys, then please apply to this role.
**Key Responsibilities:**
+ Building and maintaining relationships with program managers and internal stakeholders.
+ Managing tasks related to client maintenance including maintenance of client-specific policies and business rules within applications.
+ Investigating and resolving escalated issues relating to several different topics and internal teams.
+ Supporting Senior team members with delivering projects and operational activities to clients.
+ Acting as the escalation point for client program content related issues in customer service.
+ Identifying and executing process improvements.
+ Documentation Maintenance.
**Key Activities:**
+ Work closely with other functions and Program Management in global regions to understand client program rules and processes.
+ Detect ways to further improve the programs, both from a client as well as a Pearson VUE perspective.
+ Attend internal and external meetings and document actions for team.
**Our Successful Candidate:**
+ Self-driven motivated individual who is able to work on own initiative but still exercises judgement to seek advice and guidance when necessary, and achieve objectives, against tight deadlines.
+ Experience in customer service / support related role and environment.
+ Ability to effectively manage multiple conflicting priorities
+ Full familiarity with the Microsoft Office suite.
+ Effective communication skills and the ability to build good working relationships
+ Experience of working with cross-functional teams
+ Project Management and problem-solving skills
The full-time pay rate is between $25.00 - $28.00 per hour.
This position is not bonus eligible, and information on benefits offered is here.
**Applications will be accepted through December, . This window may be extended depending on business needs.**
**Who we are:**
At Pearson, our purpose is simple: to help people realize the life they imagine through learning. We believe that every learning opportunity is a chance for a personal breakthrough. We are the world's lifelong learning company. For us, learning isn't just what we do. It's who we are. To learn more: We are Pearson.
Pearson is an Equal Opportunity Employer and a member of E-Verify. Employment decisions are based on qualifications, merit and business need. Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, gender expression, age, national origin, protected veteran status, disability status or any other group protected by law. We actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act.
If you are an individual with a disability and are unable or limited in your ability to use or access our career site as a result of your disability, you may request reasonable accommodations by emailing
**Job:** Customer Success
**Job Family:** GO_TO_MARKET
**Organization:** Assessment & Qualifications
**Schedule:** FULL_TIME
**Workplace Type:** Remote
**Req ID:** 20908
#location

**Customer Service Technical Specialist (Support Software Engineer) - Hybrid R | CPESG | Enablon EHS - North America | Wolters Kluwer**
Enablon is seeking a **Customer Service Technical Specialist (Support Software Engineer** )to join our Sustainment team. In this client-facing role, you will provide post-deployment support for our enterprise customers, ensuring reliable performance and continuous improvement of their Enablon platform. Our clients span multiple industries and regions, each with unique system setups and tailored configurations-requiring strong problem-solving skills, adaptability, and attention to detail.
**Work Arrangement** : Hybrid: Eight days a month we come together in the closest office within 50 miles to experience the value of connecting with colleagues. You will report to the Manager, Technical Customer Service, CP & ESG Enablon, and work under the leadership of the Director, Major & Strategic Accounts, CP & ESG Enablon. This role is a part of CPESG | Enablon EHS - North America Please view the site office location directory for potential office preferences nationwide. About Us** :: Job Qualifications (Min. 2-4yrs experience)**
+ Bachelor's degree in Computer Science, Engineering, Information Systems, or related field with at least 4 years of relevant experience; OR Master's degree with at least 2 years of relevant experience.
+ Proficiency in one or more of the following: JavaScript, C#, .NET, HTML, XML, or CSS.
+ Solid understanding of enterprise application architecture and cloud-based systems.
+ Experience with observability and log analysis tools such as Sumo Logic, Datadog, or Azure Monitor.
+ Strong problem-solving and debugging skills across technical layers.
+ Excellent communication and documentation skills with a focus on clarity and reproducibility.
+ Demonstrated ability to work independently while delivering high levels of customer satisfaction.
**Essential Duties and Responsibilities**
+ Deliver post-deployment technical support for Enablon's enterprise platform, analyzing and resolving incidents.
+ Perform advanced troubleshooting across application layers to resolve moderately complex issues.
+ Triage and qualify incoming client requests to ensure accurate prioritization and timely resolution in alignment with SLAs.
+ Provide step-by-step guidance for installations and configurations, empowering customers toward self-sufficiency.
+ Design, develop, and deploy technical solutions in collaboration with internal and external stakeholders.
+ Lead or support mini-projects using agile delivery methods, typically lasting from a few days to several weeks.
+ Update and maintain technical documentation, including known issues and investigation summaries.
+ Provide refresher training and coaching to customers and assist in onboarding new team members.
+ Identify recurring issues and contribute to knowledge base improvements and platform enhancement efforts.
+ Collaborate with peers on escalated issues and follow up with customers to ensure full resolution and satisfaction.
+ Maintain current knowledge of emerging platform features, configurations, and support best practices.
Additional Information
Wolters Kluwer offers great benefits and programs to help meet your needs and balance your work and personal life, including: 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: Overview**
Wolters Kluwer (EURONEXT: WKL) is a global leader in professional information, software solutions, and services for the healthcare, tax and accounting, financial and corporate compliance, legal and regulatory, and corporate performance and ESG sectors. We help our customers make important decisions every day by providing expert solutions that combine deep domain knowledge with specialized technology and services.
Wolters Kluwer reported 2022 annual revenues of 5.5 billion. The group serves customers in over 180 countries, maintains operations in over 40 countries, and employs approximately 20,000 people worldwide. We are headquartered in Alphen aan den Rijn, the Netherlands.
- Ranked by Forbes Magazine as among America's Best Large Employers for 2022 - #84
- Wolters Kluwer secures 2nd place in Newsweek's Most Trustworthy Companies List 2023
- WK #1 for gender equality in the workplace in the Netherlands & #47 worldwide for 2023
Disclaimer: The above statements are intended to describe the general nature and level of work being performed. They are not intended to be an exhaustive list of all responsibilities and requirements. The job description provided is subject to revision and modification at any time.
_Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process._
**Compensation:**
Target salary range CA, CT, CO, DC, HI, IL, MD, MN, NY, RI, WA:: $76,350 - $105,700
EQUAL EMPLOYMENT OPPORTUNITY Wolters Kluwer U. S. Corporation and all of its subsidiaries, divisions and customer/business units is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.

Senior Customer Services Technical Specialist ( Senior Support Software Engineer) - Hybrid R | CPESG | Enablon EHS - North America | Wolters Kluwer

Enablon is seeking a Senior Customer Services Technical Specialist ( Senior Support Software Engineer) to join our Sustainment team . This senior-level role is ideal for experienced professionals who combine strong software engineering and cloud troubleshooting skills with a client-first mindset. Our clients span multiple industries and regions, each with unique system setups and tailored configurations—requiring strong problem-solving skills, adaptability, and attention to detail.

As a senior technical specialist, you’ll lead complex investigations, act as a subject matter expert on product behavior and diagnostics, and mentor other support engineers. You’ll routinely engage with observability tools like Sumo Logic, Azure Monitor, and Datadog to perform root cause analysis, architect technical resolutions, and drive sustainable improvements across client environments.

This role is ideal for individuals who thrive in technically demanding, fast-paced environments and who are passionate about delivering exceptional client outcomes.

Work Arrangement : Hybrid: Eight days a month we come together in the closest office within 50 miles to experience the value of connecting with colleagues. You will report to the Manager, Technical Customer Service, CP & ESG Enablon, and work under the leadership of the Director, Major & Strategic Accounts, CP & ESG Enablon. This role is a part of CPESG | Enablon EHS - North America Please view the site office location directory for potential office preferences nationwide.

Division/BU About Us ::

Required Job Qualifications ( Min. 4-6 yrs experience)

• Bachelor’s degree in Computer Science, Engineering, Information Systems, or related field with at least 4 years of relevant experience; OR Master’s degree with at least 4 years of relevant experience.

• Proficiency in one or more of the following: JavaScript, C#, .NET, HTML, XML, or CSS.

• Solid understanding of enterprise application architecture and cloud-based systems.

• Experience with observability and log analysis tools such as Sumo Logic, Datadog, or Azure Monitor.

• Strong problem-solving and debugging skills across technical layers.

• Excellent communication and documentation skills with a focus on clarity and reproducibility.

• Demonstrated ability to work independently while delivering high levels of customer satisfaction.

Essential Duties and Responsibilities

• Deliver post-deployment technical support for Enablon’s enterprise platform, analyzing and resolving incidents.

• Perform advanced troubleshooting across application layers to resolve moderately complex issues.

• Triage and qualify incoming client requests to ensure accurate prioritization and timely resolution in alignment with SLAs.

• Provide step-by-step guidance for installations and configurations, empowering customers toward self-sufficiency.

• Design, develop, and deploy technical solutions in collaboration with internal and external stakeholders.

• Lead or support mini-projects using agile delivery methods, typically lasting from a few days to several weeks.

• Update and maintain technical documentation, including known issues and investigation summaries.

• Provide refresher training and coaching to customers and assist in onboarding new team members.

• Identify recurring issues and contribute to knowledge base improvements and platform enhancement efforts.

• Collaborate with peers on escalated issues and follow up with customers to ensure full resolution and satisfaction.

• Maintain current knowledge of emerging platform features, configurations, and support best practices.

Additional Information

Wolters Kluwer offers great benefits and programs to help meet your needs and balance your work and personal life, including: 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:

Company Overview

Wolters Kluwer (EURONEXT: WKL) is a global leader in professional information, software solutions, and services for the healthcare, tax and accounting, financial and corporate compliance, legal and regulatory, and corporate performance and ESG sectors. We help our customers make important decisions every day by providing expert solutions that combine deep domain knowledge with specialized technology and services.

Wolters Kluwer reported 2022 annual revenues of €5.5 billion. The group serves customers in over 180 countries, maintains operations in over 40 countries, and employs approximately 20,000 people worldwide. We are headquartered in Alphen aan den Rijn, the Netherlands.

• Ranked by Forbes Magazine as among America’s Best Large Employers for 2022 - #84

• Wolters Kluwer secures 2nd place in Newsweek's Most Trustworthy Companies List 2023

• WK #1 for gender equality in the workplace in the Netherlands & #47 worldwide for 2023

Disclaimer: The above statements are intended to describe the general nature and level of work being performed. They are not intended to be an exhaustive list of all responsibilities and requirements. The job description provided is subject to revision and modification at any time.

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

EQUAL EMPLOYMENT OPPORTUNITY Wolters Kluwer U. S. Corporation and all of its subsidiaries, divisions and customer/business units is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.

Customer Care Representative
Madison,WI
POSITION DESCRIPTION:
- Answers customer calls related to order status and product or pricing information.
- Meets metric standards such as: monthly sales goals, conversion rates, available phone time, in bound talk time, number of abandons and logouts, and work time-away. Meets standards established for any new system enhancements used on the job, such as chat or Skype functions.
- Support the clerical functions needed for processing an accurate order or customer request into our business system. Must complete data entry with minimal to no errors.
- Determine customer requirements and expectations in order to recommend specific products and solutions and proactively close sales over the phone.
- Problem solves independently, yet asks for help and direction when faced with unusual or complex situations.
- Maintains a professional, positive, and pro-active approach and consistently projects the demeanor of a team member who contributes to solutions. Maintains efficiency and courtesy throughout the work day.
- Meets customer service script parameters: uses approved greeting and closure, completes the call to the customer's satisfaction and uses warranty guidelines appropriately. Assists the customer in understanding our policies and products. Always puts the customer first.
- Complete special projects and other business tasks as assigned by supervisor.
- Resolve level 1 and level 2 technical issues over the phone
REQUIRED EDUCATION AND EXPERIENCE:
- 2-3 years in a customer service role.
- High school diploma or equivalent. Associates degree is a plus.
PREFERRED SKILLS AND ABILITIES:
- Experience with Oracle or another CRM preferred.
- 3+ years call center experience.
- 2 years of inside or outside sales managing a prospect database is a plus.
- Attention to detail and ability to prioritize
- Proficient in order processing, customer service and telephone skills.
- Ability to process orders with minimal to no errors.
- Demonstrates conflict resolution and problem-solving skills.
- Possess a working knowledge of Microsoft Word and Excel. Types 30+ wpm.
- Excellent written and oral communication skills. Uses proper grammar and spelling.
- Ability to deliver on monthly sales targets.
- Able to sit and talk on a cordless headset for extended periods. Job Ref: R

**Job Description:**
The primary function of the **Customer Support Supervisor** is providing day-to-day leadership and supervision of the Customer Support team. This role will be responsible for monitoring performance and quality metrics. The candidate will have strong interpersonal skills, customer focused, and results driven.
The Customer Support Supervisor must be hands-on and detail oriented. This role will have direct influence and impact to the Customer Support team members. Consistency in applying policies and procedures is critical. This role is very customer focused providing accurate information to all relevant constituents. The individual must be a professional, who can deliver results and develop the talent in their group. The Customer Support Supervisor must have strong interpersonal and communications skills. The candidate will be independent, capable of operating in a fast-moving and ever-changing environment, and able to make difficult business decisions, especially those that involve people. The individual must be skilled to lead a team through process changes along with the adoption of new processes, procedures, products, or responsibility changes.
**Essential Duties and Responsibilities**
+ Onboard, train, and manage talent, including performing one on ones
+ Assist Customer Support team members implementing countermeasures for continuous improvement
+ Ensure Customer Service policies, procedures and direct activities provide the delivery of world-class service to our customers, duties include managing inbound call queues, managing email volumes, shipping corrections, etc.
+ Ensure product knowledge exists within self and direct reports
+ Manage customer escalations to resolution
+ Handle other duties and projects as assigned
**Job Requirements:**
**MINIMUM REQUIREMENTS**
+ 1 year of previous supervisor or leadership experience
+ 1 year call center management, Customer Support, or help desk leadership experience
+ Intermediate Proficient with Microsoft Office applications (Outlook, Word, Excel, and PowerPoint)
**PREFERRED REQUIRMENTS**
+ Excellent verbal and written communication skills.
+ Leadership- Must be able to inspire others to act on key initiatives.
+ Teamwork - Must be willing and able to work closely and effectively with other departments, peers, etc.
+ Influence - Must be able to influence direct reports, peers, leadership staff, internal and external customers.
+ Results orientation - Must consistently deliver results.
+ Communication - Must be able to effectively communicate in both written and verbal forms.
+ Professional Work and Detail Orientation - Must have excellent attention to detail, and all work must be at a high level of professionalism.
+ Positive Attitude - Does what it takes to successfully accomplish goals
#LI-TP1
IND123
**Target Market Salary Range:**
Actual compensation packages take into account a wide range of factors that are unique to each candidate, including but not limited to geographic location; skill sets; relevant education and certifications; depth of experience; performance; and other business and organizational needs. The disclosed reasonable estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. At Envista, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. The total compensation package for this position may also include an annual performance bonus, medical/dental/vision benefits, 401K match, and/or other applicable compensation plans.
$22.40 - $30.30 per hour
**Operating Company:**
Orascoptic
Envista and all Envista Companies are equal opportunity employers that evaluate qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law. The "EEO is the Law" poster is available at: compliance/posters/pdf/eeopost.pdf.
Envista and its family of companies (Envista) will not accept unsolicited resumes from any source other than directly from a candidate. Envista will consider unsolicited referrals and/or resumes submitted by vendors such as search firms, staffing agencies, professional recruiters, fee-based referral services and recruiting agencies (Agency) to have been referred by the Agency free of charge and Envista will not pay a fee for any placement resulting from the receipt such unsolicited resumes. An Agency must obtain advance written approval from Envista's internal Talent Acquisition or Human Resources team to submit resumes, and then only in conjunction with a valid fully-executed contract approved by the Global Talent Acquisition leader and in response to a specific job opening. Envista will not pay a fee to any Agency that does not have such agreement and written approval in place.
Envista is a global family of more than 30 trusted dental brands, united by a shared purpose: to partner with professionals to improve lives. Envista helps its customers deliver the best possible patient care through industry-leading dental consumables, solutions, technology, and services. Our comprehensive portfolio, including dental implants and treatment options, orthodontics, and digital imaging technologies, covers an estimated 90% of dentists' clinical needs for diagnosing, treating, and preventing dental conditions as well as improving the aesthetics of the human smile. Envista companies, including DEXIS, Kerr, Nobel Biocare and Ormco, partner with dental professionals to help them deliver the best possible patient care.
Envista became an independent company in 2019. We brought with us the proven Envista Business System (EBS) methodology, an experienced leadership team, and a strong culture grounded in continuous improvement, commitment to innovation, and deep customer focus to meet the end-to-end needs of dental professionals worldwide. Envista is now one of the largest global dental products companies, with significant market positions in some of the most attractive segments of the dental products industry. For more information, please visit .

**Senior Customer Services Technical Specialist ( Senior Support Software Engineer) - Hybrid R | CPESG | Enablon EHS - North America | Wolters Kluwer**
Enablon is seeking a **Senior Customer Services Technical Specialist ( Senior Support Software Engineer) to join our Sustainment team** . This senior-level role is ideal for experienced professionals who combine strong software engineering and cloud troubleshooting skills with a client-first mindset. Our clients span multiple industries and regions, each with unique system setups and tailored configurations-requiring strong problem-solving skills, adaptability, and attention to detail.
As a senior technical specialist, you'll lead complex investigations, act as a subject matter expert on product behavior and diagnostics, and mentor other support engineers. You'll routinely engage with observability tools like Sumo Logic, Azure Monitor, and Datadog to perform root cause analysis, architect technical resolutions, and drive sustainable improvements across client environments.
This role is ideal for individuals who thrive in technically demanding, fast-paced environments and who are passionate about delivering exceptional client outcomes.
**Work Arrangement** : Hybrid: Eight days a month we come together in the closest office within 50 miles to experience the value of connecting with colleagues. You will report to the Manager, Technical Customer Service, CP & ESG Enablon, and work under the leadership of the Director, Major & Strategic Accounts, CP & ESG Enablon. This role is a part of CPESG | Enablon EHS - North America Please view the site office location directory for potential office preferences nationwide. About Us** :: Job Qualifications (** **Min. 4-6 yrs** **experience)**
- Bachelor's degree in Computer Science, Engineering, Information Systems, or related field with at least 4 years of relevant experience; OR Master's degree with at least 4 years of relevant experience.
- Proficiency in one or more of the following: JavaScript, C#, .NET, HTML, XML, or CSS.
- Solid understanding of enterprise application architecture and cloud-based systems.
- Experience with observability and log analysis tools such as Sumo Logic, Datadog, or Azure Monitor.
- Strong problem-solving and debugging skills across technical layers.
- Excellent communication and documentation skills with a focus on clarity and reproducibility.
- Demonstrated ability to work independently while delivering high levels of customer satisfaction.
**Essential Duties and Responsibilities**
- Deliver post-deployment technical support for Enablon's enterprise platform, analyzing and resolving incidents.
- Perform advanced troubleshooting across application layers to resolve moderately complex issues.
- Triage and qualify incoming client requests to ensure accurate prioritization and timely resolution in alignment with SLAs.
- Provide step-by-step guidance for installations and configurations, empowering customers toward self-sufficiency.
- Design, develop, and deploy technical solutions in collaboration with internal and external stakeholders.
- Lead or support mini-projects using agile delivery methods, typically lasting from a few days to several weeks.
- Update and maintain technical documentation, including known issues and investigation summaries.
- Provide refresher training and coaching to customers and assist in onboarding new team members.
- Identify recurring issues and contribute to knowledge base improvements and platform enhancement efforts.
- Collaborate with peers on escalated issues and follow up with customers to ensure full resolution and satisfaction.
- Maintain current knowledge of emerging platform features, configurations, and support best practices.
**Additional Information**
Wolters Kluwer offers great benefits and programs to help meet your needs and balance your work and personal life, including: 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:
Overview**
Wolters Kluwer (EURONEXT: WKL) is a global leader in professional information, software solutions, and services for the healthcare, tax and accounting, financial and corporate compliance, legal and regulatory, and corporate performance and ESG sectors. We help our customers make important decisions every day by providing expert solutions that combine deep domain knowledge with specialized technology and services.
Wolters Kluwer reported 2022 annual revenues of 5.5 billion. The group serves customers in over 180 countries, maintains operations in over 40 countries, and employs approximately 20,000 people worldwide. We are headquartered in Alphen aan den Rijn, the Netherlands.
- Ranked by Forbes Magazine as among America's Best Large Employers for 2022 - #84
- Wolters Kluwer secures 2nd place in Newsweek's Most Trustworthy Companies List 2023
- WK #1 for gender equality in the workplace in the Netherlands & #47 worldwide for 2023
**Disclaimer:** The above statements are intended to describe the general nature and level of work being performed. They are not intended to be an exhaustive list of all responsibilities and requirements. The job description provided is subject to revision and modification at any time.
DE - Wilmington, Orange St
FL - Tampa, West Boy Scout Blvd
GA - Kennesaw, Chastain Meadows Ct NW
IN - Indianapolis, Woodfield Crossing Blvd
KS - Wichita, East Douglas
MO - Clayton, South Central Ave
PA - Philadelphia, Market St
TX - Austin, Brazos St
TX - Austin, Southwest Pkwy
TX - Coppell, Rombauer Rd
TX - Houston, Allen Pkwy
WI - Madison, Junction Rd
_Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process._
**Compensation:**
Target salary range CA, CT, CO, DC, HI, IL, MD, MN, NY, RI, WA: $95,560 - $133,750
EQUAL EMPLOYMENT OPPORTUNITY Wolters Kluwer U. S. Corporation and all of its subsidiaries, divisions and customer/business units is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.

IT HELP DESK II

Under the general supervision of the Client Engineering Desktop Supervisor, this position provides guidance and performs research for the management and administration of the Microsoft M365 application suite in the delivery of Microsoft solutions. This enterprise-wide responsibility includes the design and delivery of Microsoft solutions to meet business objectives, tenant technical requirements to create effective knowledge sharing, collaboration,

and workflow solutions.

Responsibilities:

•

Serving as the first point of contact for customers seeking technical assistance over the phone, via email and or through our ticketing system. This includes walk-ins.

Documentation of all customer interactions within our ticketing system

• Performing remote troubleshooting through diagnostic techniques and pertinent questions.

•

Manage tickets assigned in a timely manner.

•

Determine the best solution based on the issue and details provided by the customer.

•

•

Develop/modifying Knowledge Base documentation.

PC and Mobile deployments, installation of software and assist customers with new devices.

Image computers and complete post-image configuration

Record events and problems and through resolution logs.

Requirements and Skills:

•

2-5 years experience working in a help desk environment.

•

Proven experience with the Microsoft 365 suite, Microsoft Teams and Microsoft Intune services.

•

In-depth knowledge of computer systems and mobile devices.

Proven experience as a help desk technician.

•

Ability to diagnose and resolve basic technical issues.

• Proficient with iOS and Android devices.

•

•

Detail oriented and maintain confidentiality.

Ability to work with minimal supervision.

Customer-oriented and patient.

Alternate weekly between on-site work in downtown Madison and remote work

With the exception of being assigned to other locations as and where necessary (TOURISM/WAB / DOG/WHS, etc.)