Senior Support Specialist

Description

Mission Statement:

The role of the Senior Support Specialist will be to support our customers and develop an understanding of how they do business and what role our products play in that business. This position requires the ability to convey that understanding to a team of expert software professionals. You’ll be expected to work under minimal supervision on complex issues and may assist less experienced peers. Typically requires six to nine years of experience in the relevant business area (e.g. Finance, Supply Chain, Human Resources, Payroll, WH&S, Asset and Works management etc.). 

The Senior Support Specialist is primarily responsible for providing high-level support services in a 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 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 review ownership and specialist in the overall functional knowledge of Finance and related functional areas.
• You must ensure development decisions remain aligned with business needs.
• You must ensure facilitating solution knowledge transfer within Hitachi Energy including field consulting and support.
• You must troubleshoot software deficiencies and identifies and locate possible bugs that are occurring by either analysing the way client has configured their installation of the software, researching program deficiencies in the documentation, or other investigative or analytical methods.
• You should Track and document changes to functional and business specifications.
• You must Understand "best business" practices and standards and relate them to Ellipse Finance.
• 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:

• Requires 6 or more years of experience. May also be filled at a higher level with BA/BS degree.  A combination of education and equivalent experience may also be acceptable. 
• Excellent knowledge of all customer support areas.
• Excellent 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.