Customer Support Technician

hace 2 semanas

Madrid, España Green Eagle Solutions A tiempo completo

.Green Eagle Solutions is a rapidly growing tech company for the renewable energy sector 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, 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 OverviewWe are looking for a Customer Support Technician 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.Responsibilities24/7 phone and email assistance for troubleshooting.Troubleshoot systems to determine technical issues and fix them within the guidelines of the SLA.Build and nurture a strong relationship with our clients to ensure the highest customer satisfaction.Provide assistance in the use of our systems to users.Monitor server status to identify opportunities to improve performance and execute preventive maintenance tasks to assure maximum performance and minimize incidents.Ensure backups are reliable and periodically up to date as described in the SLA.Experience/Skills RequiredThe 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).Must be able to communicate effectively in English (oral and written). Level C1.Availability to work in rotating overnight shifts.Experience/Skills DesiredExperience in SCADA systems.Experience in the 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.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 of purpose in your work.Flexible compensation including discounts on childcare, transport, and meals.Private health insurance

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