Application Support Specialist: Technical Expert
1 month ago
Job Overview
HITACHI ENERGY AUSTRALIA PTY LTD seeks an Application Support Specialist to maximize productivity of the CX organization by providing application and technical support to internal CX team and customers.
Key Responsibilities:
- Act as a first point of contact for customer queries and issues, 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 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 if necessary.
- Develop an understanding of how customers do business and the role our products play in that business, conveying this understanding to anyone, anywhere, at any time.
- Work individually and within a team of expert software professionals to respond to specific customer needs, liaising with internal cross-functional teams as necessary to resolve issues.
- Provide regular and expedited communication with customers, conducting periodical status meetings, and building strong relationships with both customer and Hitachi Energy on-site personnel.
- 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, adhering to HITACHI ENERGY's core values of safety, Quality, and integrity.
Required Skills and Qualifications:
- Ability to balance customer requirements with technical complexities to provide impactful and meaningful solutions while adhering to internal support process flow.
- Define problems, collect data, establish facts, and draw valid conclusions, combining technical understanding and industry/product knowledge to quickly identify issues and render solutions.
- Knowledge of business processes utilizing products used by customers, reading, analyzing, and comprehending technical and functional documentation.
- General level of understanding of software solution integrations, with knowledge of one or multiple technologies including databases queries, ability to analyze technical logs and diagnostics, scripting.
Estimated Salary: AUD $120,000 - AUD $150,000 per annum
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