Job ID: R0033945
Date Posted: Nov 23, 2023
Segment: Green Energy & Mobility
Business Unit: Hitachi Energy
Company Name: HITACHI ENERGY MALAYSIA SDN. BHD.
Profession (Job Category): Communications & Corporate Affairs
Job Type (Experience Level): Experienced
Job Schedule: Full time
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.
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.
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.