Technical Customer Success Engineer

Wolters Kluwer; City of White Plains (NY); Hybrid; USD 63,000 - 108,000; Full time

Benefits offered by this job

Medical, Dental, & Vision Plans

401(k)

Tuition Assistance Plan

Vacation and Sick Time

Paid Parental Leave

Job summary

Wolters Kluwer seeks a Customer Service Technical Specialist to join the Enablon Customer Support Services team. You will provide post-deployment services for enterprise Enablon software, troubleshoot broad issues, and guide customers through configurations, testing, and implementations.

You will work with a small team in a collaborative environment, update support documentation, and help ensure customer satisfaction by delivering timely resolutions and knowledge sharing across projects.

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

• 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

Bachelor's degree

2-3 years IT experience

Project assistance

Training

Documentation management

Customer guidance

Collaborative problem solving

Follow-up

Analytical skills

Education

Bachelor's degree

Tools

N/A

Job description

Wolters Kluwer seeks a Customer Service Technical Specialist to join the Enablon Customer Support Services team. You will provide post-deployment services for enterprise Enablon software, troubleshoot broad issues, and guide customers through configurations, testing, and implementations.

You will work with a small team in a collaborative environment, update support documentation, and help ensure customer satisfaction by delivering timely resolutions and knowledge sharing across projects.