Wolters Kluwer is seeking a Customer Service Technical Specialist to provide post-deployment support for their enterprise customers, ensuring the reliable performance and continuous improvement of their Enablon platform, which requires strong problem-solving skills and adaptability due to unique system setups and tailored configurations.
Requirements
- Proficiency in one or more of the following: JavaScript, C, .NET, HTML, XML, or CSS.
- Solid understanding of enterprise application architecture and cloud-based systems.
- Experience with observability and log analysis tools such as Sumo Logic, Datadog, or Azure Monitor.
- Strong problem-solving and debugging skills across technical layers.
Responsibilities
- Deliver post-deployment technical support for Enablon’s enterprise platform, analyzing and resolving incidents.
- Perform advanced troubleshooting across application layers to resolve moderately complex issues.
- Triage and qualify incoming client requests to ensure accurate prioritization and timely resolution in alignment with SLAs.
- Provide step-by-step guidance for installations and configurations, empowering customers toward self-sufficiency.
- Design, develop, and deploy technical solutions in collaboration with internal and external stakeholders.
- Lead or support mini-projects using agile delivery methods, typically lasting from a few days to several weeks.
- Update and maintain technical documentation, including known issues and investigation summaries.
Other
- Hybrid: Eight days a month we come together in the closest office within 50 miles to experience the value of connecting with colleagues.
- Excellent communication and documentation skills with a focus on clarity and reproducibility.
- Demonstrated ability to work independently while delivering high levels of customer satisfaction.
- Provide refresher training and coaching to customers and assist in onboarding new team members.
- Collaborate with peers on escalated issues and follow up with customers to ensure full resolution and satisfaction.
