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Application Support Specialist
2 months ago
About the Role:
The Technical Application Support Specialist will play a critical role in maximizing productivity within the Customer Experience (CX) organization by providing application and technical support to internal CX teams and customers. This position requires delivering high standards in every aspect of customer experience while ensuring compliance with company procedures.
Key Responsibilities:
- Act as the primary point of contact and owner of queries and issues raised by customers, understanding, troubleshooting, analyzing, and resolving software issues reported to CX by clients and/or Hitachi Energy implementation staff.
- Provide consultation, diagnosis, escalation, status reporting, and resolution implementation to reported problems, investigating reported problems and defects at a detailed level to enable developers to easily reproduce and fix software defects.
- Collaborate with Customer Experience Managers and colleagues to develop and maintain procedures to enable high-quality support for customers, mentoring team members through difficult issues if necessary.
- Develop an understanding of how our customers conduct business, of what role our products play in that business, and convey that understanding to anyone, anywhere, at any time.
- Work individually and within a team of expert software professionals to respond to specific customer needs and serve as a key liaison to Hitachi Energy software customers.
- Provide an outstanding customer experience, maintaining regular and expedited communication with customers, and conducting periodical status meetings.
- Engage internal cross-functional teams, such as product management and development teams, as necessary to resolve issues, ensuring that customer inquiries are resolved in a timely manner.
- Liaise with Professional Services' Project Managers to ensure implementation projects receive the necessary support, building rapport and relationships with customer technical and business contacts.
- Support our 24 x 7 customers as part of a follow-the-sun support model.
- Live the Hitachi Energy's core values of safety, Quality, and integrity, taking responsibility for your own actions while caring for your colleagues and the business.
About You:
To be successful in this role, you will need to balance customer requirements with technical complexities, providing impactful and meaningful solutions to Hitachi Energy customers while adhering to internal support process flow.
You will define problems, collect data, establish facts, and draw valid conclusions, combining technical understanding and industry/product knowledge to quickly identify issues and render solutions.
You will have a general level of understanding of software solution integrations, knowledge of business processes utilizing products that are used by customers, and the ability to read, analyze, and comprehend technical and functional documentation.
You will also have knowledge of one or multiple of the following technologies: databases queries, ability to analyze technical logs and diagnostics, scripting.
