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Wolters Kluwer - Medknow Publications
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Customer Service Technical Specialist

Customer Service Technical Specialist

Wolters Kluwer - Medknow Publications

2 - 3 years

5 - 9 Lacs

kalyani pune chennai

Posted:21 hours ago| Platform:

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Skills Required

ehs coding operational risk management agile support services issue resolution customer support customer service troubleshooting technical support

Work Mode

Work from Office

Job Type

Full Time

Job Description

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.

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.

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Wolters Kluwer - Medknow Publications

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Customer Service Technical Specialist