Customer Service Technical Specialist

3 weeks ago

India Wolters Kluwer Full time

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 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 Hybrid Eight days a month we come together in the closest office within 50 miles to 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 - Division BU 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 Follow-Up Skills Ensuring thorough resolution and customer satisfaction Analytical Skills Identifying patterns in technical issues Preferred Job Qualifications Bachelor s 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 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 Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process

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