Customer Support Specialist

at  Hitachi

YOUR RESPONSIBILITIES:

• Deliver extensive industry and software expertise for Energy Portfolio Management (EPM) software solutions
• Help customers identify and resolve problems, provide guidance and help those customers achieve their desired business results
• Willingness to be available for around the clock technical support, or extended office hours, as needed, in maintaining/troubleshooting power system related production issues reported by customer teams
• Engage in proactive and independent self-study to develop knowledge of the software package and associated business understanding
• Conduct various training sessions with customers about the EPM software
• Support Product Development, Quality, Product Management and Release Management teams with defect fixes, testing, reviewing technical documentation to be able to roll out timely EPM releases
• Communicate back to Product Owners and Product Managers customer driven enhancements to the current and future software development
• Keep informed of most recent trends and technologies
• Understand, troubleshoot, analyze, and resolve software issues reported to CX by Business users, Technical and Senior management teams from customer side including the Hitachi Energy teams
• Apply, utilize, and share 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 demonstrating ‘one Hitachi Energy voice’ at all times
• Receive and respond promptly to all customer inquiries
• Understand, troubleshoot, analyze and resolve reported cases
• Engage internal cross-functional teams, e.g., Service Delivery Management, Product Management, Development and other extended 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 on-site personnel to help make every customer experience positive
• Serve as an escalation point for issues beyond the scope of Customer ExperienceLiving 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.