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At Green Eagle Solutions, we're 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. We're currently handling 30% of all the renewable energy in Spain, making us a leader in the industry.
Job OverviewWe're seeking a highly skilled Customer Support Specialist to join our team. As a key member of our customer support team, you'll 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.
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 a strong relationship 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.
- 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.
- A technical degree in IT or engineering or equivalent experience in the administration and troubleshooting of industrial communication protocols (IEC104, Modbus...), OS Microsoft and Linux management, and databases Oracle, SQL Server, and MySQL.
We're a dynamic and growing company, and we're looking for someone who is passionate about delivering exceptional customer support. If you're a team player with a strong work ethic and a commitment to excellence, we'd love to hear from you.
