Job Description:
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.
About Us: https://www.wolterskluwer.com/en/solutions/enablon
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: 2 days work from office per week
Required Job Qualifications:
- Advanced Troubleshooting: Diagnose and resolve complex application and production issues across multiple systems.
- Bug Fixing & Issue Resolution: Identify, analyze, and fix defects in applications, ensuring minimal downtime and optimal performance.
- Incident Management: Handle production incidents, perform root cause analysis, and implement permanent fixes.
- Project Assistance: Support technology initiatives aimed at improving system stability and user experience.
- Training & Knowledge Sharing: Guide and mentor new team members on support processes and best practices.
- Documentation Management: Maintain and update technical documentation, including incident reports and knowledge base articles.
- Customer Guidance: Provide clear instructions and support to end-users for application-related issues.
- Collaborative Problem Solving: Work closely with development teams to deploy fixes and enhancements.
- Follow-Up Skills: Ensure thorough resolution of issues and maintain customer satisfaction.
- Analytical Skills: Identify recurring patterns in incidents and propose preventive measures.
Preferred Job Qualifications:
23 years of experience in IT Application / Production Support, including bug fixing and troubleshooting.
Essential Duties and Responsibilities:
- Perform advanced troubleshooting and resolve application and production issues promptly.
- Analyze and fix bugs in applications, coordinating with development teams for code-level changes when required.
- Monitor application performance and proactively address potential issues.
- Participate in projects aimed at improving support systems, processes, and application stability.
- Provide step-by-step guidance to customers for installations, configurations, and issue resolution.
- Update and maintain support documentation and knowledge base.
- Train new employees on technical support and incident management procedures.
- Collaborate with cross-functional teams to resolve escalated issues and deploy fixes.
- Conduct follow-ups to ensure complete resolution and customer satisfaction.
- Perform root cause analysis for recurring issues and recommend long-term solutions.
- Stay updated on emerging product features and system enhancements.
Our Interview Practices
To maintain a fair and genuine hiring process, we kindly ask that all candidates participate in interviews without the assistance of AI tools or external prompts. Our interview process is designed to assess your individual skills, experiences, and communication style. We value authenticity and want to ensure we're getting to know younot a digital assistant. To help maintain this integrity, we ask to remove virtual backgrounds and include in-person interviews in our hiring process. Please note that use of AI-generated responses or third-party support during interviews will be grounds for disqualification from the recruitment process.
Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process.
