Customer Support Specialist

General Information:

Facilitates resolution of complex issues requiring research and follow-up with customer. Complaint resolutions will be conducted by either verbal or written contact with customers using a high degree of discretion. Utilizes other contact center complaint handling units to assist in complaint resolution. Must have excellent written and verbal communication skills. A Specialist Professional (P4) is a recognized subject matter expert in job area typically obtained through advanced education and work experience. Responsibilities typically include: Managing large projects or processes with limited oversight from manager. Coaching, reviewing and delegating work to lower-level professionals. Problems faced are difficult and often complex.

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 Experience
• 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:

• Bachelor's degree with 5+ years of EPM product support experience
• Candidates must already have a work authorization that would permit them to work for Hitachi Energy in the United States
• Knowledge of Velocity Suite or other EPM software is a plus
• Ability to take the lead on all customer communications
• Excellent time management, decision-making, presentation, relationship, and organizational skills
• Must thrive in a fast-paced, time-compressed and dynamic environment
• Ability to prioritize competing task assignments
• Read, analyze, and comprehend technical and functional documentation
• Respond to common inquiries from customers, regulatory agencies, or members of the business community
• Effective written and verbal communications for internal and external consumption at all levels of an organization
• Apply concepts such as fractions, percentages, ratios, and proportions to practical situations