Application Support Specialist

3 weeks ago

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

Job Summary

The Technical Support Specialist will play a critical role in delivering exceptional customer experiences by providing timely and effective application and technical support to internal CX teams and customers. This role requires a strong understanding of software solutions and business processes, as well as excellent communication and problem-solving skills.

Key Responsibilities

  • Act as the primary point of contact for customer queries and issues, providing consultation, diagnosis, and resolution implementation.
  • Investigate reported problems and defects at a detailed level, enabling developers to easily reproduce and fix software defects.
  • Collaborate with Customer Experience Managers and colleagues to develop and maintain procedures for high-quality support.
  • Develop an understanding of customer business processes and convey this understanding to internal stakeholders.
  • Engage internal cross-functional teams to resolve issues and ensure timely customer enquiries resolution.
  • Liaise with Professional Services' Project Managers to ensure implementation projects receive necessary support.
  • Support 24x7 customers as part of a follow-the-sun support model.

Requirements

  • Ability to balance customer requirements with technical complexities.
  • 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.

About Us

Hitachi Energy Australia Pty Ltd is a leading provider of software solutions and technical support services. We are committed to delivering exceptional customer experiences and building strong relationships with our customers and internal stakeholders.

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