Hybrid Customer Success Tech Specialist

Mass Digital Health; Waltham (MA); Hybrid; USD 63,000 - 108,000; Full time

Benefits offered by this job

Bonus Eligible

Job summary

Wolters Kluwer Enablon is seeking a Customer Service Technical Specialist to support enterprise-wide software solutions after deployment. You will provide expert guidance, configuration, and development assistance to diverse clients within defined response times.

The role emphasizes hands-on problem solving, documentation upkeep, and ongoing customer training in a fast-paced environment with a hybrid work model.

Qualifications

• Bachelor's degree or equivalent related work experience.
• 2-3 years of IT experience.
• Advanced Troubleshooting: Diagnosing and resolving 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.
• 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 Support

Training

Documentation Management

Customer Guidance

Collaborative Problem Solving

Follow-Up Skills

Analytical Skills

Education

Bachelor's degree or equivalent

2-3 years IT experience

Job description

Wolters Kluwer Enablon is seeking a Customer Service Technical Specialist to support enterprise-wide software solutions after deployment. You will provide expert guidance, configuration, and development assistance to diverse clients within defined response times.

The role emphasizes hands-on problem solving, documentation upkeep, and ongoing customer training in a fast-paced environment with a hybrid work model.