Customer Service Technology Specialist

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. This role 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, and is highly configurable, so each customer solution is unique.

The Customer Service Technical Specialist is directly responsible for the qualification and tracking of client requests and, most importantly, for providing solutions such as expertise, configuration, development, testing, and related support within the expected response time applicable to the client. The role may also provide additional support services such as product refreshers and coaching. Some requests are quick wins, including configuration or coding on the spot with customers or coaching workshops, while many are mini agile implementation projects lasting from 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.

Work model

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 Customer Support Technical Manager, and work under the leadership of the Associate Director, Customer Success, CP & ESG Enablon.

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.
• At least 2–3 years work 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.

Languages: A perfect command of English is required for this role. Dutch is a plus.