Customer Services Technical Specialist
Wolters Kluwer
full-time
Posted on:
Location Type: Hybrid
Location: North York • 🇨🇦 Canada
Visit company websiteJob Level
Mid-LevelSenior
Tech Stack
AzureCloudJavaScript.NET
About the role
- Deliver post-deployment technical support for Enablon’s enterprise platform, analyzing and resolving incidents.
- Perform advanced troubleshooting across application layers to resolve moderately complex issues.
- Triage and qualify incoming client requests to ensure accurate prioritization and timely resolution in alignment with SLAs.
- Provide step-by-step guidance for installations and configurations, empowering customers toward self-sufficiency.
- Design, develop, and deploy technical solutions in collaboration with internal and external stakeholders.
- Lead or support mini-projects using agile delivery methods, typically lasting from a few days to several weeks.
- Update and maintain technical documentation, including known issues and investigation summaries.
- Provide refresher training and coaching to customers and assist in onboarding new team members.
- Identify recurring issues and contribute to knowledge base improvements and platform enhancement efforts.
- Collaborate with peers on escalated issues and follow up with customers to ensure full resolution and satisfaction.
- Maintain current knowledge of emerging platform features, configurations, and support best practices.
Requirements
- Bachelor’s degree in Computer Science, Engineering, Information Systems, or related field with at least 4 years of relevant experience; OR Master’s degree with at least 2 years of relevant experience.
- Proficiency in one or more of the following: JavaScript, C#, .NET, HTML, XML, or CSS.
- Solid understanding of enterprise application architecture and cloud-based systems.
- Experience with observability and log analysis tools such as Sumo Logic, Datadog, or Azure Monitor.
- Strong problem-solving and debugging skills across technical layers.
- Excellent communication and documentation skills with a focus on clarity and reproducibility.
- Demonstrated ability to work independently while delivering high levels of customer satisfaction.
Benefits
- Medical Insurance
- Dental Insurance
- Vision Plan
- Short-Term Disability
- Long-Term Disability
- Basic Life Insurance
- Optional Life Insurance
- Optional AD&D and Critical Illness Insurance
- Out-of-Country Emergency
- Well-Being Program
- Employee Assistance Program (EAP)
- Group RRSP
- Business Travel Accident Insurance
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
JavaScriptC#.NETHTMLXMLCSSenterprise application architecturecloud-based systemstroubleshootingdebugging
Soft skills
problem-solvingcommunicationdocumentationindependencecustomer satisfaction