Application Support Specialist

1 week ago

Fortitude Valley, Queensland, Australia HITACHI ENERGY AUSTRALIA PTY LTD Full time

Job Title: Technical Application Support Specialist

Job Summary:

The Technical Application Support Specialist will play a crucial role in maximizing the productivity of the CX organization by providing application and technical support to internal CX teams and customers. This role requires delivering high standards in every aspect of customer experience while ensuring compliance with company procedures.

Key Responsibilities:

  • Act as the first 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 a high-quality support for customers, mentoring team members through difficult issues if appropriate.
  • Develop an understanding of how our customers do 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 be a key liaison to Hitachi Energy software customers, working directly with customers and may occasionally travel to the customer site.
  • Provide an outstanding customer experience, maintaining regular and expedite communication with customers, and conducting periodical status meetings.
  • Engage internal cross-functional teams, e.g., product management and development teams as necessary to resolve issues, ensuring that customer enquiries 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.

Requirements:

  • Ability to balance customer requirements with technical complexities, providing impactful and meaningful solutions to Hitachi Energy customers while adhering to internal support process flow.
  • Define problems, collect data, establish facts, and draw valid conclusions.
  • Combine technical understanding and industry/product knowledge to quickly identify issues and render solutions, stepping back, assessing the problem at hand, and understanding how impactful the issue is to the client, all while keeping the big picture in mind.
  • Knowledge of business processes utilizing products that are used by customers.
  • Read, analyze, and comprehend technical and functional documentation.
  • Knowledge of one or multiple of the following technologies: databases queries, ability to analyze technical logs and diagnostics, scripting.
  • General level of understanding of software solution integrations would be advantageous.

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