Customer Support Specialist

hace 7 días

Sevilla, Sevilla, España Green Eagle Solutions A tiempo completo

About Green Eagle Solutions

Green Eagle Solutions is a rapidly growing tech company specializing in 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 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 seeking a Customer Support Specialist to assist our customers with any issues they may have using our products and services. As a Customer 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.

Key Responsibilities

  • Provide 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 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.
  • Identify customer needs and help customers use specific features.
  • Build and nurture a strong relationship with our clients to ensure the highest customer satisfaction.
  • Analyze and report product malfunctions.
  • Update our internal teams with information about technical issues and useful discussions with customers.
  • Inform customers about new features and functionalities.
  • Monitor server status to identify opportunities to improve performance and execute preventive maintenance tasks to assure maximum performance and minimize incidents.

Requirements

  • 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.

Desired Qualifications

  • 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).

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