Customer Service Technology Specialist

Wolters Kluwer is a global leader in professional information services, combining deep domain knowledge with specialized technology. Our portfolio offers software tools, content, and services that customers rely on to make critical decisions with confidence. Enablon, a Wolters Kluwer business, is the world's leading provider of Sustainability, EHS, and Operational Risk Management Software, offering a comprehensive platform recognized as a global leader in enabling sustainable companies through technology.

About the Role

The Customer Service Technical Specialist is a member of the Customer Support Services team, responsible for sustaining Enablon customers by providing post-deployment services for enterprise-wide Enablon software solutions. The role involves qualifying and tracking client requests, delivering solutions (expertise, configuration, development), and ensuring timely responses. Responsibilities include handling quick wins like configuration or coaching, as well as managing mini agile implementation projects lasting weeks to over a month. The specialist acts as an independent thinker, delivering design, configuration, development, testing, and expertise to ensure customer delight.

Hybrid: 8 days a month in any Wolters Kluwer office, located in the Central or Eastern time zone.

Responsibilities

• Perform advanced troubleshooting for a wide range of technical issues.
• Assist in implementing 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.

Requirements

• Bachelor's degree or equivalent related work experience.
• A minimum of 2-3 years of experience in the IT domain.
• Advanced troubleshooting skills for diagnosing and resolving technical issues.
• Experience supporting technology projects aimed at improving service.
• Ability to guide and train new team members.
• Proficiency in updating and managing support documentation.
• Strong customer guidance skills, providing clear instructions.
• Collaborative problem-solving with peers to resolve issues.
• Follow-up skills to ensure thorough resolution and customer satisfaction.
• Analytical skills to identify patterns in technical issues.

Benefits

• Medical, Dental, & Vision Plans
• 401(k) retirement plan
• FSA/HSA options
• Commuter Benefits
• Tuition Assistance Plan
• Vacation and Sick Time
• Paid Parental Leave

Pay

$63,200.00 - $108,200.00 USD. This role is eligible for a bonus. The compensation range is based on the primary location of the position, with actual offers influenced by skills, experience, and hiring location.