Customer Service Technology Specialist

Wolters Kluwer; Dover (DE); Hybrid; USD 60,000 - 80,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

Wolters Kluwer, a global leader in professional information services, seeks a Customer Service Technical Specialist for Enablon offerings. This hybrid role supports enterprise customers post-deployment, delivering expert configuration, development, and testing services within defined response times.

You will troubleshoot complex issues, update documentation, and train new staff to sustain high customer satisfaction.

Qualifications

• Bachelor's degree or equivalent related work experience.
• A minimum of 2 - 3 years of experience in IT domain.
• Advanced Troubleshooting: Diagnosing

Responsibilities

• Provide post-deployment services for enterprise Enablon software solutions.
• Qualify and track client requests and provide solutions within the expected response time.
• Perform advanced troubleshooting for a wider range of technical issues.
• Update and maintain support documentation.
• Train new employees on basic technical support procedures.
• Collaborate with team members to resolve escalated issues.
• Conduct follow-ups to ensure issue resolution and customer satisfaction.
• Analyze recurring customer issues and suggest improvements.
• Maintain current knowledge of emerging product features.

Skills

Advanced Troubleshooting

Customer Support

IT Domain Experience

Education

Bachelor's degree or equivalent

Job description

Wolters Kluwer is a global leader in professional information services that combines deep domain knowledge with specialized technology. Our portfolio offers software tools coupled with content and services that customers need to make decisions with confidence. Every day, our customers make critical decisions to help save lives, improve the way we do business, build better judicial and regulatory systems. We help them get it right.

Enablon, a Wolters Kluwer business, is the world's leading provider of Sustainability, EHS and Operational Risk Management Software. Enablon offers the most comprehensive platform in the industry and is consistently recognized as a global leader and visionary for enabling the sustainable company through technology.

Who We Are:

Wolters Kluwer: The world is a big place, find your place here (https://youtu.be/OZ2kSzAaXK4?si=sDgZ7DZUbMnBddMq)

Division/BU About Us :

Enablon | Environmental, Health & Safety (EHS) Software | Wolters Kluwer (https://www.wolterskluwer.com/en/solutions/enablon)

Hybrid:

8 days a month, in any Wolters Kluwer office, located in Central or Eastern time zone.

Our Locations:

Contact Wolters Kluwer | Wolters Kluwer (https://www.wolterskluwer.com/en/contact-us?compositeLink=%7B8B6D9790-777E-4EA6-8A2D-49AA4867660B%7D#AnchorContactForm)

What We Offer:

The Customer Success Manager role offers growth potential opportunities, professional development, an engaging small team environment, and amazing benefits.

What You'll be Doing:

The Customer Service Technical Specialist is a member of the Customer Support Services team, who collectively are responsible for sustaining Enablon customers. The Customer Service Technical Specialist provides post-deployment services to enterprise-wide Enablon software solutions for small and large companies. Enablon is an extremely broad platform with a proprietary programming language, more than a hundred modules, highly configurable, and therefore each customer solution is unique.

The Customer Service Technical Specialist is directly responsible for the qualification and tracking of client requests, and most importantly, providing solutions (expertise, configuration, development, etc.) within the expected response time applicable to the client. He/she also may provide additional support services such as product refreshers and coaching. Some requests are quick wins (configuration/coding on the spot with customers or coaching workshops), but many are mini agile implementation projects, lasting a few weeks to over a month.

The Customer Service Technical Specialist is an independent thinker who understands and does what it takes to have a delighted customer by providing design, configuration development, testing, and expertise services.

Key Tasks:

• Perform advanced troubleshooting for a wider range of technical issues.

• Assist in the implementation of new procedures and techniques in customer support.

• Participate in projects aimed at improving support systems and processes.

• Provide step-by-step guidance to customers for product installations.

• Update and maintain support documentation.

• Train new employees on basic technical support procedures.

• Collaborate with team members to resolve escalated issues.

• Conduct follow-ups to ensure issue resolution and customer satisfaction.

• Analyze recurring customer issues and suggest improvements.

• Maintain current knowledge of emerging product features.

You're a Great Fit if You Have:

• Bachelor's degree or equivalent related work experience.

• A minimum of 2 - 3 years of experience in IT domain.

• Advanced Troubleshooting: Diagnosing