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Customer Care and Support Technician
hace 2 meses
We are looking for a Customer Care/Support Specialist to assist our customers with any issues they may have using our products and services.
As a Customer Care and Support Specialist, you will be responsible for resolving customer queries, recommending solutions and guiding product users through features and functionality. To be successful in this role, you´ll need to be an excellent communicator who can build trust with our customers. You will also need to be familiar with help desk software.
Ultimately, you will be helping to build our reputation as a company that provides excellent customer support for all our after-sales processes.
What you´ll be doing
• 24/7 phone and email assistance for troubleshooting: responding to customer queries in a timely and accurate way within the guidelines of the SLA and follow up them to ensure they are resolved.
• Escalate customer requests and incidents, when a protocol is not in place, to the next level for resolution. Monitor and follow up these cases, to ensure that the other teams resolve them within SLA time.
• Identifying customer needs and helping customers use specific features.
• Building and nurturing a strong relationship with our clients to ensure the highest customer satisfaction.
• Analysing and reporting product malfunctions
• Update our internal teams with information about technical issues and useful discussions with customers.
• Inform customers about new features and functionalities
• Monitoring server status to identify opportunities to improve performance and execute preventive maintenance tasks to assure maximum performance and minimize incidents.
Experience/Skills Required
• Experience as a Customer Support/Care Specialist or similar CS role
• Experience using help desk software and remote support tools
• Excellent communication and problem-solving skills
• Multi-tasking abilities
• Patience when handling tough cases or customers
• Customer oriented skills
• Be open-minded and able to work in a constantly changing and growing context.
• Be able to communicate effectively in English (oral and written). Level C1.
• Availability to work in rotating overnight shifts.
Experience/Skills Desired
• A technical degree in IT or engineering or equivalent experience in the administration and troubleshooting of the following:
• Industrial communication protocols (IEC104, Modbus...)
• OS Microsoft and Linux management.
• Databases Oracle, SQL Server and MySQL.
• Data Analytics (Excel and PowerBI).
• SCADA systems.
• Experience in SCADA systems
• Experience in energy sector
Why work at Green Eagle?
🏆 Voted a Great Place to Work® by our team members
🌍 Contribute to the green energy transition and have a sense a purpose in your work
🤑 Flexible compensation including discounts on childcare, transport, and meals
🏥 Private health insurance
🌱 Annual Training & Development bonus
🗣 Free English classes
This is an awesome opportunity to speed up your professional career and challenge yourself while doing something meaningful for the future
