Senior customer service technician job description

Company Information:

What we look for Our exceptional and motivated employees are our greatest strength. Our employees provide the highest level of customer service and help maintain our position as a leader in the global marketplace.
Markel StyleThe Markel Style is what makes us stand out from our competitors. It's our core value which should underpin how we do business, while influencing our behavior and performance. We are looking for people who have potential and share our passion to live the Markel Style, which is described in more detail below.
If you think you have these core attributes we want to hear from you.

Job Summary:
This position is responsible for timely and accurate supplier set-up, maintenance, and scrubbing. Responsibilities also include assisting with the Global Disbursements Help Desk. This position requires good organizational skills, strong attention to detail, and accuracy while handling a high volume of requests. This associate works under direct supervision following standard processing procedures.

Duties and Responsibilities:
Timely and accurate processing of new trade supplier and supplier modification requests daily.Action ACH payment requests via the Western Union portal for Markel North America claims expense and commission vendors. Monitor all steps in the supplier onboarding process on a daily basis with great attention to detail and accuracy.Serve as the primary back-up for the Global Disbursements Help Desk function, which includes the timely and accurate response to all email and phone queries.Assist with drafting and dissemination of Global Disbursements communications and intranet page updates.Deliver exceptional service to internal and external contacts thereby helping to facilitate Markel's ability to meet commitments to trade partners, claimants and insureds.Partner with other members of the Disbursement Department and other relevant Markel departments by providing support and requested documentation on disbursements related tasks, requests, projects and initiatives.

Position Requirements:
Strong communication skills Strong attention to detail skills.Strong organizational skills and Microsoft Office skills.Self-motivated and directed.Experience working in a team-oriented, collaborative environment.Ability to partner with the business community, both internally and externally.Ability to work independently.Ability to lead contained initiatives.

Education/Experience:
High school diploma or equivalent is required, college degree preferred. Accounts Payable knowledge is preferred.P&C Insurance Industry experience preferred.

Please note: Markel's phased approach for re-entry into our buildings is designed to balance the ongoing health, safety, and well-being of our employees with operational considerations and regulatory/governmental requirements and recommendations. As a result we implemented a hybrid return to work strategy that allows for three days in the office every week.

“Why work for us?”

Diversity and inclusion Markel is truly a global and diverse company. We believe that diversity makes us better business partners and that embracing people's differences can bring amazing results and fuel innovation. We have a portfolio of businesses and product lines that operate around the world.

Community involvement Markel has a rich heritage of supporting communities across the world where our customers and employees live and work. Giving back is part of our history and our future. Our employees share in this philosophy through volunteering, mentoring and fundraising.

Commitment to open doors
Markel is committed to creating the best work environment. Our open-door policy is essential in recognizing business issues as they rise and to address the changing needs of our diverse and global workforce. Challenging management is a component of the Markel Style-some of our best ideas start from a conversation between a manager and an employee.

Entrepreneurial spirit
As the Markel Style states, we pursue excellence, strive for a better way, and share the success of others. Markel associates proactively seek new business opportunities, bringing further success to Markel.

**Reports to** : Manager, Customer Engagement - Product Specialists

**Location** : Norwood, MA and New England Region; (hybrid to start) or open to U.S. remote (home based). East Coast work hours are requested; but work schedule is subject to change based on needs of the business

**Travel Required** : Minimal

**Overall Responsibilities:**

The **Senior Customer Service Technical Specialist - (Product Specialist Team Lead)** provides technical and customer service support for Wolters Kluwer Medical Research applications. Through analysis and problem solving we facilitate implementation, maintenance, education, and documentation for online solutions. Our customer base spans medical and academic researchers who interact with the team via phone, email, and web-based queries. Wolters Kluwer's Health LRP Product Support team is recognized for excellence in customer service by Omega Management Group's NorthFace ScoreBoard Award. This award affirms our commitment to best-in-class service and demonstrates that we continue to raise the bar to maintain our status as the premier customer service provider for our industry. Candidates have the opportunity to join a team that is recognized and respected globally by industry colleagues and peers, press and our customers.

The **Senior Customer Service Technical Specialist - (Product Specialist Team Lead)** will take ownership of issues and manage them through resolution. Daily activities require liaising with other departments and diagnosing problems submitted directly by customers or escalated via our global support group and other parts of the organization. All activity is recorded in CRM systems for tracking purposes.

Full training on our wide product range and all tools necessary to address customer requests will be provided. Ongoing training sessions will be conducted on existing as well as new products/tools/processes.

This position is critical to the satisfaction and success of our customers and serves as the primary contact for problems or questions about all products and services. The successful employee will be expected to adhere to Wolters Kluwer's Values in all daily activities

+ Focus on Customer Success

+ _Make it Better_

+ _Aim High and Deliver_

+ _Win as a Team_

**Education:** Bachelor's degree or relevant equivalent experience

**Primary Responsibilities:**

+ Manage case queue for assigned team territories & maintain service level goals. Ensure effective response times, follow-through, prioritization, and adherence to case policies/procedures

+ Maintain availability as an escalation point for all team members

+ Coach team members on service skills and product knowledge

+ Identify training needs and help create training plans

+ Provide performance feedback and case queue status reports to the manager

+ Respond to technical and service inquiries within department SLAs

+ Foster a close relationship with the global Customer Support team, ensuring enhancement requests, bugs, and other product issues are communicated across the team and tracked appropriately

+ Utilize CRM systems to log and track all communications related to customer inquiries

+ Support self-service initiatives by contributing content for customer-facing and internal Knowledgebases

. **Secondary Responsibilities:**

+ Test upcoming software releases and provide feedback to development/technology teams

+ Participate in cross-functional teams to prepare the global support team for products and service offerings

**Interacts with:**

+ Internal: Global Customer Support, Field and Inside Sales, Quality Assurance, Product Management, Project Management, Release Management, and Global Online Operations.

+ Customers: technical/administrative staff, researchers, information scientists, librarians, library directors, purchasers, clinicians, and students. Interactions with distributors and other third-party vendors are occasionally necessary.

**Required skills:**

+ 4+ years diagnosing and resolving software problems

+ Experience supporting mission-critical hosted and cloud applications

+ Experience in supervisory/coaching teams

+ Familiarity with Web Services, Discovery Services, Link Resolvers, OpenAthens, SSO, proxy servers

**Personal Attributes**

+ Ability to motivate team & foster a positive environment

+ Strong analytical skills

+ Well organized, self-motivated, and able to prioritize a high workload

+ Flexible and supportive approach to teamwork

+ Articulate, well presented, and comfortable in front of customers and colleague

+ Strong track record in customer service

+ Excellent verbal and written communication skills

**Desirable**

+ A degree level in Library Sciences

+ Knowledge of medical software technology/information

+ Professional experience in STM Publishing

+ Some familiarity with authentication and firewalls.

+ General knowledge of Internet technologies/protocols such as HTTP, HTML, XML, XLS, CSS, JavaScript, JSON

+ Experiencing supporting mobile device solutions

+ Global language skills oral and written in Spanish.

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.