Application Support Specialist

Description

General information:

The Application Support Specialist e is primarily responsible for providing Level 2/3 support services to Hitachi Energy 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 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 on their use of the software, represent their needs and always demonstrate ‘one Hitachi Energy’s voice.

• You will escalate customer issues of a technical or product-related nature to the Customer Experience Manager, develop 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, work individually and within a team of expert software professionals to respond to specific customer needs and be a key liaison to Hitachi Energy’s software customers.

• You will work directly with the customers and may occasionally travel to the customer site, understand, troubleshoot, analyze, and resolve software issues reported to CX by clients and/or implementation staff.

• You will 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 inquiries are resolved in a timely manner.

• You will build strong relationships with both customer and Hitachi Energy on-site personnel to help make every customer experience positive, resolve software issues and questions reported to Customer Experience (CX) by customers or on-site 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.

• Live by Hitachi Energy’s core values of safety, Quality, and integrity, which means taking responsibility for your own actions while caring for your colleagues and the business.

Your background:

• A higher level with BA/BS degree or may also be filled at and five or more years of experience.

• Minimum 3 or more years of experience in a application customer support or technical support role.

• 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).

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

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