Technical Support Expert
1 day ago
Job Summary
The Technical Application Support Specialist will play a critical role in maximizing productivity within the 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 issues 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 for high-quality support, mentoring team members through difficult issues as needed.
- Develop an understanding of how customers do business and the role our products play in that business, conveying 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 customer enquiries are resolved in a timely manner.
- Liaise with Professional Services' Project Managers to ensure implementation projects receive necessary support, building rapport and relationships with customer technical and business contacts.
- Support 24 x 7 customers as part of a follow-the-sun support model.
- Embody 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.
- Knowledge of business processes utilizing products 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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