Customer Support Specialist

hace 3 días

Sevilla, Sevilla, España Green Eagle Solutions A tiempo completo
Job Title: Customer Care and Support Technician

At Green Eagle Solutions, we're on a mission to accelerate the green energy transition by enabling fully autonomous renewable energy operations. We're seeking a skilled Customer Care and Support Technician to join our team and help us deliver exceptional customer support.

Job Overview

We're looking for a highly motivated and customer-focused individual to assist our customers with any issues they may have using our products and services. As a Customer Care and Support Technician, you'll be responsible for resolving customer queries, recommending solutions, and guiding product users through features and functionality.

Key Responsibilities
  • Provide 24/7 phone and email assistance for troubleshooting, responding to customer queries in a timely and accurate manner within the guidelines of the SLA.
  • Escalate customer requests and incidents to the next level for resolution, monitoring and following up on these cases to ensure they're resolved within SLA time.
  • Identify customer needs and help customers use specific features, building and nurturing strong relationships with our clients to ensure the highest customer satisfaction.
  • Analyze and report product malfunctions, updating 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.
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, with the ability to multitask and handle tough cases or customers.
  • Customer-oriented skills, with the ability to work in a constantly changing and growing context.
  • Effective communication in English (oral and written), with a minimum level of C1.
  • Availability to work in rotating overnight shifts.
Desired Skills
  • A technical degree in IT or engineering or equivalent experience in the administration and troubleshooting of industrial communication protocols, OS management, databases, data analytics, and SCADA systems.
  • Experience in the energy sector, with a focus on renewable energy.
Why Work at Green Eagle?

We're a Great Place to Work, voted by our team members. We offer flexible compensation, private health insurance, annual training and development bonuses, and free English classes. Join us in our mission to accelerate the green energy transition and have a sense of purpose in your work.

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