Hybrid Customer Success Tech Specialist

Wolters Kluwer; Philadelphia (Philadelphia County); Hybrid; USD 63,000 - 108,000; Full time

Benefits offered by this job

Medical, Dental, Vision Plans

401(k)

Tuition Assistance

Vacation and Sick Time

Commuter Benefits

Paid Parental Leave

Job summary

Wolters Kluwer’s Enablon division seeks a Customer Service Technical Specialist to support enterprise-wide Enablon software solutions. You will provide post-deployment services, qualification and tracking of client requests, and deliver solutions through configuration, development, and expert guidance to ensure rapid response times.

Join a collaborative team supporting customers with a broad, configurable platform.

Qualifications

• Bachelor's degree or equivalent related work experience.
• Advanced troubleshooting across a broad range of issues.
• Support technology projects aimed at improving service.
• Ability to guide and train new team members.
• Updating support documentation.
• Providing clear instructions to customers.
• Working with peers to resolve issues.
• Ensuring follow-ups for full resolution and satisfaction.
• Identifying patterns in technical issues.

Responsibilities

• Perform advanced troubleshooting for a wide range of technical issues.
• Assist in new procedures and techniques in customer support.
• Participate in projects 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 to resolve escalated issues.
• Follow up to ensure issue resolution and customer satisfaction.
• Analyze recurring customer issues and suggest improvements.
• Maintain current knowledge of emerging product features.

Skills

Bachelor's degree or equivalent work

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’s Enablon division seeks a Customer Service Technical Specialist to support enterprise-wide Enablon software solutions. You will provide post-deployment services, qualification and tracking of client requests, and deliver solutions through configuration, development, and expert guidance to ensure rapid response times.

Join a collaborative team supporting customers with a broad, configurable platform.