Hybrid Customer Success Tech Specialist

Wolters Kluwer; Waltham (MA); On-site; USD 63,000 - 108,000; Full time

Benefits offered by this job

Professional development

Small team environment

Growth opportunities

Excellent benefits

Job summary

Wolters Kluwer's Enablon division seeks a Customer Service Technical Specialist to sustain enterprise software solutions. You’ll handle post-deployment support, guide customers, and contribute to projects improving support systems. A strong IT background and teamwork are essential.

Join a collaborative team offering growth, training, and a broad benefits program. Remote/onsite flexibility noted; expect collaboration with a global client base.

Qualifications

• Bachelor's degree or equivalent related work experience.
• Advanced Troubleshooting: diagnosing a broad range of issues.
• Project Assistance: supporting technology projects to improve 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.

Responsibilities

• Perform advanced troubleshooting for a wide range of technical issues.
• Assist in implementing new procedures and techniques in customer support.
• Participate in projects to improve 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's Enablon division seeks a Customer Service Technical Specialist to sustain enterprise software solutions. You’ll handle post-deployment support, guide customers, and contribute to projects improving support systems. A strong IT background and teamwork are essential.

Join a collaborative team offering growth, training, and a broad benefits program. Remote/onsite flexibility noted; expect collaboration with a global client base.