Customer Success Tech Specialist

Wolters Kluwer; Minneapolis (MN); Hybrid; USD 63,000 - 108,000; Full time

Benefits offered by this job

Medical plan

Dental plan

Vision plan

401(k)

Tuition assistance

Paid parental leave

Commuter benefits

Job summary

Wolters Kluwer's Enablon unit seeks a Customer Service Technical Specialist to sustain enterprise-level software solutions. You will handle qualification of client requests, deliver expert configurations, and guide customers through installations while coordinating with the support team.

This role emphasizes independent problem solving, rapid issue resolution, and ongoing knowledge of product features to ensure customer delight and ongoing success.

Qualifications

• Bachelor's degree or equivalent related work experience.
• 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

• Provide post-deployment services for Enablon software solutions.
• Qualify and track client requests; deliver solutions timely.
• Offer coaching and product refreshers as needed.
• Lead quick turnaround configuration/coding with customers.
• Assist mini agile implementation projects lasting weeks to a month.
• Maintain and update support documentation.
• Train new employees on basic technical support procedures.
• Collaborate with team to resolve escalated issues.
• Follow up to ensure issue resolution and satisfaction.
• Stay current on product features and improvements.

Skills

Bachelor's degree

IT experience

Advanced troubleshooting

Project assistance

Training

Documentation

Customer guidance

Collaborative problem solving

Follow-up

Analytical skills

Education

Bachelor's degree or equivalent

Job description

Wolters Kluwer's Enablon unit seeks a Customer Service Technical Specialist to sustain enterprise-level software solutions. You will handle qualification of client requests, deliver expert configurations, and guide customers through installations while coordinating with the support team.

This role emphasizes independent problem solving, rapid issue resolution, and ongoing knowledge of product features to ensure customer delight and ongoing success.