Customer Service Technology Specialist
About The Position
The Customer Service Technical Specialist is a member of the Customer Support Services team, responsible for sustaining Enablon customers by providing post-deployment services to enterprise-wide Enablon software solutions for small and large companies. Enablon is a broad platform with a proprietary programming language, over a hundred modules, and is highly configurable, making each customer solution unique. The specialist provides solutions (expertise, configuration, development, etc.) within expected response times, and may also offer product refreshers and coaching. Some requests are quick wins, while others are mini agile implementation projects lasting weeks to over a month. The role requires an independent thinker who provides design, configuration development, testing, and expertise services to ensure customer satisfaction.
Requirements
- Bachelor's degree or equivalent related work experience.
- A minimum of 2 - 3 years of experience in IT domain.
- 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.
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.
Benefits
- Medical, Dental, & Vision Plans
- 401(k)
- FSA/HSA
- Commuter Benefits
- Tuition Assistance Plan
- Vacation and Sick Time
- Paid Parental Leave
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
