Customer Support Technical 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 Software Support Specialist is a member of the Customer Support Services team, who collectively are responsible for sustaining Enablon customers. The Support 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 Support 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 Support 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.

Essential Duties and responsibilities

Delivery

• Provide consulting services to Enablon clients
• Design, configure, test and deliver fixes and enhancements for client solutions
• Facilitate client meetings
• Comply to Service Level Agreements
• Analyze technical feasibility and propose estimates with solutions to meet client requirements
• Manage client expectations and ensure satisfaction
• Comply to support processes, best practices, and maintain documentation

Organization

• Actively participate in own career development and continuous improvement
• Provide pro-active reporting to the Support manager
• Update the knowledge base and produce new articles
• Collaborate with Product Managers and Developers to improve products
• Comply to internal reporting processes and rules (timesheets, time-off, etc.)

Communication

• Demonstrate good and clear verbal and written communication (by phone, email, and web meetings)
• Professionally interact with people, both internal and external to the organization through various media
• Write clear processes, best practices and other documents

Other Duties

• Participate in recruiting activities
• Perform other duties or special projects as assigned by Director
• Represent Enablon as a global leader at the Sustainable Performance Forums (SPFs)

Job Qualifications

Capabilities

• Quickly learn a new proprietary software programming language
• Experienced in use and application of highly specialized technical standards.
• Provides solutions to a variety of technical problems of moderate scope and complexity.
• Ability to work under general supervision while following established procedures.
• Contributes to the completion of milestones associated with specific projects.
• Experienced with frequent inter-organizational and outside customer contacts. 
• Demonstrated performance in providing solutions to difficult technical issues associated with specific projects.

Education:

Background

• At least a 4-year degree in Computer Science or Software Engineering

Programming

• Proficient in at least one programming language
• Familiarity with HTML, CSS, JavaScript, C, C++, VB, .NET and other web technologies
• Knowledge of database design concepts

For more details please contact Carl Rigby at [email protected]