Renewable Energy Support Specialist

hace 5 días


Madrid, Madrid, España Green Eagle Solutions A tiempo completo

Company Overview

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Green Eagle Solutions is a rapidly growing tech company 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.

As a leader in the renewable energy sector, we are currently handling 30% of all renewable energy in Spain. Our solution allows green energy production to be more efficient and sustainable, bringing closer the goal of achieving a carbon-neutral world.

Job Description

We are seeking a Renewable Energy Support Specialist to assist our customers with any issues they may have using our products and services. As a key member of our team, you will be responsible for resolving customer queries, recommending solutions, and guiding product users through features and functionality.

To succeed 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 and possess multi-tasking abilities, patience when handling tough cases or customers, and a customer-oriented approach.

Key Responsibilities

  • Rotating shift 24/7 (morning, afternoon, night) phone and email assistance for troubleshooting: responding to customer queries in a timely and accurate way within the guidelines of the SLA and following up on 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.
  • Identify customer needs and help customers use specific features.
  • Build and nurture strong relationships with our clients to ensure the highest customer satisfaction.
  • Analyze and report product malfunctions.
  • Update our internal teams with information about 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 Care Specialist or similar CS role.
  • Experience using help desk software and remote support tools: ticket management and tracking systems (such as Zendesk, Freshdesk, Salesforce Service Cloud, or similar) to manage customer queries and issues.
  • Excellent communication and problem-solving skills.
  • Multitasking 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.
  • Ability to communicate effectively in English (oral and written). Level C1.
  • Availability to work in rotating overnight shifts.

Compensation

The estimated annual salary for this position is €45,000 - €60,000, depending on experience and qualifications.



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