Customer Support Technician

hace 2 meses

Madrid, España Green Eagle Solutions A tiempo completo

Green Eagle Solutions is a rapidly growing tech company for the renewable energy sector️🌱⚡ accelerating the green energy transition by enabling fully autonomous renewable energy operations.

Our SaaS platform, ARSOS, seamlessly integrates with all types of renewables, employing RPA-based remote commands to enhance operational scalability and profitability and currently, handling 30% of all the renewable energy in Spain.

This solution allows green energy production to be more efficient and sustainable, bringing closer the goal of achieving a carbon-neutral world. ♻️🌿

Job Overview

We are looking for a Customer Support Technician with 1-2 years of experience to assist our customers with any issues they may have using our products and services.

As a Customer Support Technician, you will be responsible for resolving customer incidents, monitoring server status and providing assistance in the use of our systems to users. To be successful in this role, you'll also need to be an excellent communicator who can build trust with our customers.

Ultimately, you will be helping to build our reputation as a company that provides excellent customer support for all our after-sales processes.

Responsabilities
  • Rotating shift 24/7 (morning, afternoon, night) phone and email assistance for troubleshooting.
  • Troubleshoot systems to determine technical issues and fix them within the guidelines of the SLA.
  • Building and nurturing a strong relationship with our clients to ensure the highest customer satisfaction.
  • Providing assistance in the use of our systems to users.
  • Monitoring server status to identify opportunities to improve performance and execute preventive maintenance tasks to assure maximum performance and minimize incidents.
  • Ensuring backups are reliable and periodically up to date as described in the SLA.

Experience/Skills Required

The ideal candidate should have 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).
  • Customer oriented skills
  • Must be able to communicate effectively in English (oral and written). Level C1.
  • Availability to work in rotating overnight shifts.
Experience/Skills Desired
  • Experience in SCADA systems
  • Experience in energy sector
  • Experience using help desk software and remote support tools: ticket management and tracking systems (such as Zendesk, Freshdesk, or Salesforce Service Cloud) to manage customer queries and issues.
  • Excellent communication and problem-solving skills
  • Multi-tasking abilities
  • Patience when handling tough cases or customers
  • Customer oriented skills
  • Time management and focus on detail
  • Be open-minded and able to work in a constantly changing and growing context

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 🤩

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