Technical Support Specialist

General information:

The Technical Support Specialist is primarily responsible for providing high-level support services for Hitachi Energy customers using our products and will deliver professional and courteous customer support service and promote a productive and positive relationship with customers in typical day-to-day interactions. When necessary, escalate customer support issues of a more complex technical or product-related nature to the Customer Support Manager or R&D Team. Also, participate in and contribute to team efforts, assist with management decisions, and manage your individual contributions.

Your responsibilities:

• You will engage with the customer in a Customer Advocate and Technical Support Specialist role on their use of the software, represent their needs and always demonstrate ‘one Hitachi Energy voice’. When necessary, you will escalate customer issues of a technical or product-related nature to the Customer Experience Manager. 

• Developing an understanding of how our customers do business, of what role our products play in that business, your ability to convey that understanding to anyone, anywhere, at any time will be paramount.

• You will 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. You will work directly with the customers and may occasionally travel to the customer site.

• You will understand, troubleshoot, analyze, and resolve software issues reported to CX by clients and/or Hitachi Energy implementation staff, always provide an outstanding customer experience – live & breathe client satisfaction maintaining regular and expedite communication with customers, and eventually conducting periodical status meetings.

• You will engage internal cross-functional teams, e.g., product management and development teams as necessary to resolve issues. Ensure that customer enquiries 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.

• You will resolve software issues and questions reported to Customer Experience (CX) by customers or on-site Hitachi Energy implementation staff on behalf of customers also need to deliver professional and courteous service and promote value-add, productive, and positive relationships with customers in your assigned portfolio during day-to-day interactions.

• 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:

• Require higher level with BA/BS degree.

• A combination of education and equivalent experience may also be acceptable. 

• More than 2 years of experience or at a higher level with BA/BS degree and 5 or more years of experience. 

• Excellent knowledge of all customer support areas, time management, decision-making, presentation, relationship, and organizational skills.

• Must thrive in a fast-paced, time-compressed, and dynamic environment. Requires the ability to establish and maintain effective working relationships at all levels within both customer organizations and Hitachi Energy. 

• Must be able to work in a team environment, yet be self-directed, proactive, and action oriented (Must be able to work independently with minimal supervision).

• Effective written and verbal communications for internal and external consumption at all levels of an organization.

• Excellent presentation skills and requires the ability and willingness to travel up to 10%.

• Proficiency in both Spoken and Written English.