Customer Service Technical Specialist - Hybrid USA R0048086
Customer Service Technical Specialist - Hybrid USA R0048086
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Job Description
Customer Service Technical Specialist Hybrid USA R CPESG Enablon EHS NA Wolters Kluwer
Job Description
Enablon a Wolters Kluwer business is the worlds leading provider of Sustainability EHS and Operational Risk Management Software. Enablon offers the most comprehensive platform in the industry and is consistently recognized as a global leader and visionary for enabling the sustainable company through technology.
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 postdeployment services to enterprisewide 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.
Hybrid: Eight days a monthwe come together in the closest office within 50 milesto experience the value of connecting with colleagues. You will report to the Associate Director Technical Customer Service and work under the leadership of the Director Customer Success CP & ESG Enablon. This role is a part of CPESG Enablon EHS North America WK. Please view the site office location directory for potential office preferences nationwide. About Us:
Required Job Qualifications (minimum):
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.
FollowUp Skills: Ensuring thorough resolution and customer satisfaction.
Analytical Skills: Identifying patterns in technical issues.
Preferred Job Qualifications
- Bachelors degree or equivalent related work experience.
- Atleast 2 3 years experience in IT domain
Essential Duties and 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 stepbystep 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 followups to ensure issue resolution and customer satisfaction.
Analyze recurring customer issues and suggest improvements.
Maintain current knowledge of emerging product features.
Additional Information:
Wolters Kluwer offers great benefits and programs to help meet your needs and balance your work and personal life including: Medical Dental & Vision Plans 401(k) FSA/HSA Commuter Benefits Tuition Assistance Plan Vacation and Sick Time and Paid Parental Leave. Full details of our benefits are available
Wolters Kluwer (EURONEXT: WKL) is a global leader in professional information software solutions and services for the healthcare tax and accounting financial and corporate compliance legal and regulatory and corporate performance and ESG sectors. We help our customers make important decisions every day by providing expert solutions that combine deep domain knowledge with specialized technology and services. Wolters Kluwer reported 2022 annual revenues of 5.5 billion. The group serves customers in over 180 countries maintains operations in over 40 countries and employs approximately 20000 people worldwide. We are headquartered in Alphen aan den Rijn the Netherlands.
Ranked by Forbes Magazine as among Americas Best Large Employers for 2022 #84.
Wolters Kluwer secures 2nd place in Newsweeks Most Trustworthy Companies List 2023
CEO Nancy McKinstry ranked 16th by Harvard Business Review of the best performing CEOs in the World.
WK #1 for gender equality in the workplace in the Netherlands & #47 worldwide for 2023.
The above statements are intended to describe the general nature and level of work being performed by most people assigned to this job. Theyre not intended to be an exhaustive list of all responsibilities and job description provided is subject to revision and modification at any time.
#LIHybrid
TexasHoustonAllen Pkwy
TexasDallasBryan St
PennsylvaniaPhiladelphiaMarket St
FloridaTampaWest Boy Scout Blvd
OhioColumbusEaston Commons Way
IndianaIndianapolisWoodfield Crossing Blvd
TexasCoppellRombauer Rd
WisconsinMadisonJunction Rd
GeorgiaKennesawChastain Meadows Ct NW
KansasWichitaEast Douglas
OhioHudsonTerex Road
DelawareWilmingtonOrange St
MissouriClaytonSouth Central Ave
Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process.
Required Experience:
Unclear Seniority
Employment Type
Full-Time
