Customer Service Technical Specialist (Application Support) at Wolters Kluwer

, , India -

Full Time

Start Date

Immediate

Expiry Date

18 Apr, 26

Salary

0.0

Posted On

18 Jan, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Java, C#, Python, Object Oriented Programming, SDLC, Advanced Troubleshooting, Bug Fixing, Issue Resolution, Incident Management, Project Assistance, Training, Documentation Management, Customer Guidance, Collaborative Problem Solving, Analytical Skills

Industry

Software Development

Description

Job Description: 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. About Us: https://www.wolterskluwer.com/en/solutions/enablon 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: 2 days work from office per week Required Job Qualifications: Coding: Hands-on experience in Java, C# or Python OOP: Deep understanding of Object Oriented Programming and SDLC Advanced Troubleshooting: Diagnose and resolve complex application and production issues across multiple systems. Bug Fixing & Issue Resolution: Identify, analyze, and fix defects in applications, ensuring minimal downtime and optimal performance. Incident Management: Handle production incidents, perform root cause analysis, and implement permanent fixes. Project Assistance: Support technology initiatives aimed at improving system stability and user experience. Training & Knowledge Sharing: Guide and mentor new team members on support processes and best practices. Documentation Management: Maintain and update technical documentation, including incident reports and knowledge base articles. Customer Guidance: Provide clear instructions and support to end-users for application-related issues. Collaborative Problem Solving: Work closely with development teams to deploy fixes and enhancements. Follow-Up Skills: Ensure thorough resolution of issues and maintain customer satisfaction. Analytical Skills: Identify recurring patterns in incidents and propose preventive measures. Preferred Job Qualifications: 2–3 years of experience in IT Application / Production Support, including bug fixing and troubleshooting. Essential Duties and Responsibilities: Perform advanced troubleshooting and resolve application and production issues promptly. Analyze and fix bugs in applications, coordinating with development teams for code-level changes when required. Monitor application performance and proactively address potential issues. Participate in projects aimed at improving support systems, processes, and application stability. Provide step-by-step guidance to customers for installations, configurations, and issue resolution. Update and maintain support documentation and knowledge base. Train new employees on technical support and incident management procedures. Collaborate with cross-functional teams to resolve escalated issues and deploy fixes. Conduct follow-ups to ensure complete resolution and customer satisfaction. Perform root cause analysis for recurring issues and recommend long-term solutions. Stay updated on emerging product features and system enhancements. 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. If making a difference matters to you, then you matter to us. Join us, at Wolters Kluwer, and be part of a dynamic global technology company that makes a difference every day. We’re innovators with impact. We provide expert software and information solutions that the world’s leading professionals rely on, in the moments that matter most. You’ll make a real difference in the lives of millions of people. Together with our customers, we help to advance sustainability, health, justice, prosperity, and commerce around the world. You can thrive at Wolters Kluwer, where diversity is core to our collective strength and high performance. Be your unique self, share your creative ideas, do your best work, and take time to grow in our caring and inclusive culture where you can belong. Wolters Kluwer reported 2023 annual revenues of €5.6 billion. The group serves customers in over 180 countries, maintains operations in over 40 countries, and employs approximately 21,400 people worldwide. Our customers work in industries which impact the lives of millions of people every single day. Our mission is to empower our professional customers with the information, software solutions, and services they need to make critical decisions, achieve successful outcomes, and save time. Our expert solutions combine deep domain knowledge with technology to deliver both content and workflow automation to drive improved outcomes and productivity for our customers. We are committed to helping professionals improve the way they do business and solve complex problems with our range of digital solutions and services, which we continuously evolve to meet their changing needs. Our 188-year legacy and portfolio represent thousands of customers worldwide. For more information about our solutions and organization, visit www.wolterskluwer.com, follow us on Twitter, Facebook, and LinkedIn. Wolters Kluwer has a dedicated team of experienced talent acquisition professionals who are ready to hear what makes you tick and share how Wolters Kluwer can help you achieve your goals and ambitions. Here Rasi Fawaz shares some tips on what recruiters are looking for on a resume. As a global organization, we recognize that solving a wide range of complex problems requires diverse perspectives and innovative thinking. We know that bringing our best to our customers, communities, and other key stakeholders requires a highly engaged and talented workforce – one that represents the diversity of those we serve and the communities where we live and work. We aim to provide a welcoming environment and equitable opportunities for all employees regardless of background, nationality, race, ethnicity, gender, gender identity, age, sexual orientation, marital status, disability, or religion. This principle is ingrained in our company values and articulated in our Code of Business Ethics. At Wolters Kluwer, you’ll feel valued for your contributions, and you’ll know that your health, safety, and well-being are important to us. Our well-being benefits provide tools, programs, and resources to help our diverse employees feel healthy, happy, safe, and prosperous. In 2024 we were awarded Ragan’s Top Places to Work for Employee Wellbeing: Large Organization, in recognition of our commitment to maintaining and enhancing the well-being of our colleagues through our ‘Together we thrive’ well-being program. To ensure we continue to drive innovation that enables us to develop products and services to best serve our customers, we cultivate a workplace culture rooted in mutual respect, bringing forward insights from a wide range of backgrounds, perspectives, and experiences. We are also committed to complying with laws requiring equal opportunity in hiring, promotion, and other employment decisions. All qualified applicants will receive consideration without regard to race, color, religion, sex (including pregnancy, gender identity, transgender status, and sexual orientation), national origin, disability, age, genetic information, veteran status, or any other characteristic protected by applicable law, and we do not tolerate discrimination on any of these bases. GDPR Careers Privacy and Cookies Wolters Kluwer (“we” or “us”) wants to inform you about the ways we process your personal information. In this Privacy & Cookie Notice we explain what personal information we collect, use and disclose. You'll find details related to GDPR and other data privacy policies on our Careers Privacy and Cookies page.

Responsibilities

The Customer Service Technical Specialist is responsible for providing post-deployment services for Enablon software solutions, including troubleshooting and resolving application issues. They also guide customers through installations and configurations while maintaining support documentation.