Customer Success Tech Specialist

Wolters Kluwer; Phoenix (AZ); Hybrid; USD 63,000 - 108,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Plans

401(k)

FSA/HSA

Commuter Benefits

Tuition Assistance

Paid Parental Leave

Job summary

Wolters Kluwer’s Enablon division seeks a Customer Service Technical Specialist to sustain enterprise software solutions post-deployment for diverse clients. The role emphasizes delivering expert configuration, development, and coaching within defined response times to ensure customer success.

You’ll be part of the Customer Support Services team, handling complex issues, maintaining documentation, and guiding customers through installations and best practices.

Qualifications

• Bachelor's degree or equivalent related work experience.
• 2-3 years in IT domain.
• Advanced troubleshooting skills.
• Ability to support technology projects.
• Ability to train new team members.
• Experience updating support documentation.
• Strong customer guidance skills.
• Collaborative problem solving.
• Strong follow-up to ensure satisfaction.
• Analytical skills to identify patterns.

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 Support

Training Others

Documentation

Customer Guidance

Collaboration

Analytical Thinking

Education

Bachelor’s degree or equivalent related work experience

Job description

Wolters Kluwer’s Enablon division seeks a Customer Service Technical Specialist to sustain enterprise software solutions post-deployment for diverse clients. The role emphasizes delivering expert configuration, development, and coaching within defined response times to ensure customer success.

You’ll be part of the Customer Support Services team, handling complex issues, maintaining documentation, and guiding customers through installations and best practices.