Customer Service Technology Specialist

About the role

The Customer Service Technical Specialist is a member of the Customer Support Services team, who collectively are responsible for sustaining Enablon customers. The Customer Service Technical Specialist provides post-deployment services to enterprise-wide Enablon software solutions for small and large companies. Enablon is an extremely broad platform with a proprietary programming language, more than a hundred modules, highly configurable, and therefore each customer solution is unique.

The Customer Service Technical Specialist is directly responsible for the qualification and tracking of client requests, and most importantly, providing solutions (expertise, configuration, development, etc.) within the expected response time applicable to the client. He/she also may provide additional support services such as product refreshers and coaching. Some requests are quick wins (configuration/coding on the spot with customers or coaching workshops), but many are mini agile implementation projects, lasting a few weeks to over a month.

The Customer Service Technical Specialist is an independent thinker who understands and does what it takes to have a delighted customer by providing design, configuration development, testing, and expertise services.

Key tasks

• 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.

Requirements

• Bachelor's degree or equivalent related work experience.
• A minimum of 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.

Benefits

• Medical, Dental, & Vision Plans
• 401(k)
• FSA/HSA
• 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 Bonus. Compensation range listed is based on primary location of the position. Actual base salary offer is influenced by a wide array of factors including but not limited to skills, experience and actual hiring location.

Schedule

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