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. 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 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.
Location: Alphen aan den Rijn, the Netherlands (hybrid)
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 you-not 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.
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 you-not 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.