Customer Success Tech Specialist

Wolters Kluwer; Coppell (TX); Hybrid; USD 63,000 - 108,000; Full time

Benefits offered by this job

Amazing benefits

Job summary

Wolters Kluwer, a global information services leader, seeks a Customer Service Technical Specialist within its Enablon team. You will sustain Enablon customers, delivering post-deployment services for enterprise-wide software solutions.

The role requires solving diverse issues, coaching customers, and contributing to mini-implementation projects that span weeks to months. You will qualify requests, provide solutions, and sometimes conduct quick wins or coaching workshops while maintaining high

Qualifications

• Bachelor's degree or equivalent related work experience.
• A minimum of 2 - 3 years of experience in IT domain.
• Advanced Troubleshooting: Diagnosing and resolving a broader range of issues.
• Project Assistance: Supporting technology projects aimed at improving service.
• Training: Ability to guide and train new team members.
• Documentation Management: Updating support documentation.
• Customer Guidance: Providing clear instructions to customers.
• Collaborative Problem Solving: Working with peers to resolve issues.
• Follow-Up Skills: Ensuring thorough resolution and customer satisfaction.
• Analytical Skills: Identifying patterns in technical issues.

Responsibilities

• 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.

Skills

Advanced Troubleshooting

Project Assistance

Training

Documentation Management

Customer Guidance

Collaborative Problem Solving

Follow-Up Skills

Analytical Skills

Education

Bachelor's degree or equivalent related work experience

Job description

Wolters Kluwer, a global information services leader, seeks a Customer Service Technical Specialist within its Enablon team. You will sustain Enablon customers, delivering post-deployment services for enterprise-wide software solutions.

The role requires solving diverse issues, coaching customers, and contributing to mini-implementation projects that span weeks to months. You will qualify requests, provide solutions, and sometimes conduct quick wins or coaching workshops while maintaining high