What are the responsibilities and job description for the Customer Support Specialist position at Hitachi Energy?
General Information:
Facilitates resolution of complex issues requiring research and follow-up with customer. Complaint resolutions will be conducted by either verbal or written contact with customers using a high degree of discretion. Utilizes other contact center complaint handling units to assist in complaint resolution. Must have excellent written and verbal communication skills. A Specialist Professional (P4) is a recognized subject matter expert in job area typically obtained through advanced education and work experience. Responsibilities typically include: Managing large projects or processes with limited oversight from manager. Coaching, reviewing and delegating work to lower-level professionals. Problems faced are difficult and often complex.
Your Responsibilities:
- Deliver extensive industry and software expertise for Energy Portfolio Management (EPM) software solutions
- Help customers identify and resolve problems, provide guidance and help those customers achieve their desired business results
- Willingness to be available for around the clock technical support, or extended office hours, as needed, in maintaining/troubleshooting power system related production issues reported by customer teams
- Engage in proactive and independent self-study to develop knowledge of the software package and associated business understanding
- Conduct various training sessions with customers about the EPM software
- Support Product Development, Quality, Product Management and Release Management teams with defect fixes, testing, reviewing technical documentation to be able to roll out timely EPM releases
- Communicate back to Product Owners and Product Managers customer driven enhancements to the current and future software development
- Keep informed of most recent trends and technologies
- Understand, troubleshoot, analyze, and resolve software issues reported to CX by Business users, Technical and Senior management teams from customer side including the Hitachi Energy teams
- Apply, utilize, and share knowledge gained from industry/product expertise and technical understanding to quickly identify issues and render solutions
- Prioritize tasks and accurately document the nature of the reported problem
- Effectively assess the problem at hand and understand the business magnitude of the issue for the customer all while keeping the big picture in mind
- Provide an outstanding customer experience
- Be the customer's advocate by representing their needs and concerns inside of Hitachi Energy and demonstrating 'one Hitachi Energy voice' at all times
- Receive and respond promptly to all customer inquiries
- Understand, troubleshoot, analyze and resolve reported cases
- Engage internal cross-functional teams, e.g., Service Delivery Management, Product Management, Development and other extended teams as necessary to resolve issues
- Ensure that customer inquiries are resolved in a timely manner
- Build strong relationships with both customer and Hitachi Energy on-site personnel to help make every customer experience positive
- Serve as an escalation point for issues beyond the scope of Customer Experience
- Living Hitachi Energy's core values of safety and integrity, which means taking responsibility for your own actions while caring for your colleagues and the business.
Your Background:
- Bachelor's degree with 5 years of EPM product support experience
- Candidates must already have a work authorization that would permit them to work for Hitachi Energy in the United States
- Knowledge of Velocity Suite or other EPM software is a plus
- Ability to take the lead on all customer communications
- Excellent time management, decision-making, presentation, relationship, and organizational skills
- Must thrive in a fast-paced, time-compressed and dynamic environment
- Ability to prioritize competing task assignments
- Read, analyze, and comprehend technical and functional documentation
- Respond to common inquiries from customers, regulatory agencies, or members of the business community
- Effective written and verbal communications for internal and external consumption at all levels of an organization
- Apply concepts such as fractions, percentages, ratios, and proportions to practical situations
Apply now
Hitachi Energy is an Equal Employment Opportunity (EEO) and Affirmative Action Employer encouraging diversity in the workplace. We welcome you to apply and want you to know that all qualified applicants will receive consideration for employment without regard to race, creed, color, ancestry, religion, sex, national origin, citizen status, age, sexual orientation, gender identity, disability, marital status, family medical leave status, protected veterans' status or any other legally protected characteristic.
