User Support Specialist - CAD Automation Design Tools

The opportunity:

The user support specialist is responsible for providing exceptional support to users of our CAD automation design tools via hotline/ticketing system. This role involves troubleshooting technical issues, guiding users through problem-solving processes, and ensuring a high level of customer satisfaction.

How you’ll make an impact:

• Provide first-line support to users of CAD automation design tools via ticketing system, calls, email, and chat.

• Diagnose and troubleshoot technical issues, guiding users through step-by-step solutions.

• Document and track user issues and resolutions using a ticketing system.

• Transfer complex customer issues to the development team and ensure timely resolution

• Collaborate with the development and QA teams to escalate and resolve complex issues.

• Maintain up-to-date knowledge of CAD automation design tools and related technologies.

• Assist in the creation and maintenance of user support documentation and FAQs.

• Provide feedback to the development team on user experience and potential areas for improvement.

• Ensure timely and effective resolution of user issues to maintain high levels of customer satisfaction.

• Responsible to ensure compliance with applicable external and internal regulations, procedures, and guidelines. 

• 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.

Requirements:

• Bachelor’s degree in mechanical engineering or a related field, with 3 to 6 years of relevant experience.

• Proven experience in a technical support or customer service role, preferably with CAD software.

• Strong problem-solving skills and the ability to troubleshoot technical issues effectively.

• Excellent communication skills, both verbal and written.

• Ability to work independently and as part of a team in a fast-paced environment.

• Proficiency in using support ticketing systems and remote support tools.

• Proficiency in both spoken & written English language is required.