Customer Service Software Support, Wolters Kluwer

• 2 years of professional experience developing software
• 1 year at Enablon if hired at the Junior level
• Propose improvements to existing processes and tools

Desirable

• You are responsible for the support and maintenance for Enablon customers
• Contribute to provide level 2 support on enterprise-wide Enablon software solutions for small and large companies in compliance with best practices and processes
• Work closely with other analysts, project teams, IT specialists, product managers and developers, as well as customer project teams to provide the best response for existing clients’ requests
• Directly responsible for the management of a support queue, the qualification and tracking of client requests and provision of solutions within the expected response time applicable to the client
• May work on the solution with other Enablon teams
• Provide additional support services such as product refreshers (short review of functionality of modules owned by the client), coordinate project audits, product presentations for premium customers
• May also be involved in support sales for the production of feasibility assessments and estimates to meet client requirements
• Finally, you understand and does what it takes to have a delighted customer
• Provide level 2 support to clients
• Follow up on maintenance of client software
• Qualify and provide solutions to defects raised by clients
• Comply with Service Level Agreements defined with the clients
• Provide rigorous and timely updates to client requests
• Strive to reduce response time for support issues
• Analyze technical feasibility, and propose solutions to meet customer requirements
• Estimate changes requested by clients
• Manage enhancement requests
• Configure, test and deliver fixes and enhancement for client applications
• Deliver quality work
• Maintain documentation
• Provide additional support services for premium clients
• Develop, maintain and optimize the interactions between all the internal parties at Enablon
• Share best practice recommendations with customers, ensuring an optimal use of the software
• Manage customer expectations throughout the support period
• Comply with support processes and best practices
• Develop a image of a service of great quality and value with clients
• Ensure customer satisfaction and enhance relationship management
• Actively participate in own career development and continuous improvement
• Provide pro-active reporting to the Support Manager
• Document and share best practices and lessons learned with peers
• Collaborate with Product Managers and Developers to improve products