Customer Support Specialist

Hitachi Energy is a pioneering technology leader that is helping to increase access to affordable, reliable, sustainable, and modern energy for all. We help to power your home, keep the factories running, and our hospitals and schools open. Come as you are and prepare to get better as you learn from others. Bring your passion, bring your energy, and plug into a team that appreciates a simple truth: Diversity + Collaboration = Great Innovation.

Hitachi Energy is seeking a Software Customer Support Specialist. This role is responsible for resolving software issues and questions reported to Customer Experience (CX) by customers or on-site Hitachi Energy’s implementation staff on behalf of customers. You will 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. You will engage with the customer in a Customer Advocate role on their use of the software. When necessary, you will escalate customer issues of a technical or product-related nature to the Customer Experience Manager. You will also participate in and contribute to team efforts, assist with management decisions, and manage the timely delivery of your individual contributions. Effective communication, problem-solving, active listening, and analytical skills are key success factors in this role.

Your responsibilities

• Deliver extensive industry and software expertise for the assigned Hitachi Energy software solution. Help customers identify and resolve problems, provide guidance, and help those customers achieve their desired business results
• Engage in proactive and independent self-study to develop knowledge of the software package and associated business understanding
• Keep informed of most recent trends and technologies
• Understand, troubleshoot, analyze, and resolve software issues reported to CX by customers or Hitachi Energy implementation staff
• Apply and utilize 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 always demonstrating ‘one Hitachi Energy voice’
• Receive and respond promptly to all customer inquiries
• Understand, troubleshoot, analyze, and resolve reported cases
• Engage internal cross-functional teams, e.g., product management and development 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’s on-site personnel to help make every customer experience positive
• Serve as an escalation point for issues beyond the scope of Customer Experience

Your background

• Bachelor's degree with 2+ years of related experience in a Software Customer Support role.
• Engineering, Business/Economics, and Information Systems degrees preferred
• Candidates must already have a work authorization that would permit them to work for Hitachi Energy in the United States.
• 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