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Customer Support Specialist

At Hitachi Energy our purpose is advancing a sustainable​ energy future for all. We bring power to our homes, schools, hospitals and factories. Join us and work with fantastic people, while learning and developing yourself on projects that have a real impact to our communities and society. Bring your passion, bring your energy, and be part of a global team that appreciates a simple truth: Diversity + Collaboration = Great Innovation

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
Basic Info
Location Atlanta, Georgia, United States of America
Job type Full time
Experience Experienced
Job function Customer Service & Contact Center Operations
Contract Regular
Publication date 2023-04-22
Reference number R0019064
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More about us

Hitachi Energy is a global technology leader that is advancing a sustainable energy future for all. We serve customers in the utility, industry and infrastructure sectors with innovative solutions and services across the value chain. Together with customers and partners, we pioneer technologies and enable the digital transformation required to accelerate the energy transition towards a carbon-neutral future. We are advancing the world’s energy system to become more sustainable, flexible and secure whilst balancing social, environmental and economic value. Hitachi Energy has a proven track record and unparalleled installed base in more than 140 countries. Headquartered in Switzerland, we employ around 40,000 people in 90 countries and generate business volumes of approximately $10 billion USD.

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. For more information regarding your EEO rights as an applicant, please visit the following websites here and here. Protected veterans and qualified individuals with a disability may request a reasonable accommodation if you are unable or limited in your ability to use or access Hitachi Energy career site as a result of your disability. You may request reasonable accommodations by calling a Hitachi Energy HR Representative at 1-888-504-2007 or by sending an email to: Resumes and applications will not be accepted in this manner.