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About the Role
The Customer Success Manager role offers growth potential opportunities, professional development, an engaging small team environment, and amazing benefits. 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 Enablon software solutions. This role involves troubleshooting, configuration, development, and providing solutions within expected response times, potentially acting as mini agile implementation projects.
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.
Requirements
- 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.
Skills
- Advanced Troubleshooting
- Project Assistance
- Training
- Documentation Management
- Customer Guidance
- Collaborative Problem Solving
- Follow-Up Skills
- Analytical Skills
Location
- Central time zone
- Eastern time zone
Work Type
- Hybrid
Experience Level
- 2 - 3 years of experience in IT domain
Education Level
- Bachelor's degree or equivalent related work experience
Salary/Compensations
- $63,200.00 - $108,200.00 USD
Benefits
- Medical, Dental, & Vision Plans
- 401(k)
- FSA/HSA
- Commuter Benefits
- Tuition Assistance Plan
- Vacation and Sick Time
- Paid Parental Leave
About the Company
- Wolters Kluwer is a global leader in professional information services that combines deep domain knowledge with specialized technology.
- Enablon, a Wolters Kluwer business, is the world's 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.
Equal Opportunity
- Wolters Kluwer and all of our subsidiaries, divisions and customer/departments is an Equal Opportunity / Affirmative Action employer.