Customer Support Specialist

hace 1 mes


Madrid, Madrid, España Green Eagle Solutions A tiempo completo

About the Role:

Green Eagle Solutions is a cutting-edge tech company revolutionizing the renewable energy sector by empowering sustainable energy operations. As a Customer Support Technician, you will be a vital part of our team, ensuring our customers receive exceptional support and service.

We are seeking an experienced Customer Support Technician to join our team, assisting our customers with any issues they may have using our products and services. The ideal candidate will be responsible for resolving customer incidents, monitoring server status, and providing assistance in the use of our systems to users.

Key Responsibilities:

  • Provide 24/7 phone and email assistance for troubleshooting and resolving customer incidents.
  • Troubleshoot systems to determine technical issues and fix them within the guidelines of the SLA.
  • Build and maintain strong relationships with our clients to ensure the highest customer satisfaction.
  • Offer assistance in the use of our systems to users and ensure they have a seamless experience.
  • Monitor server status to identify opportunities to improve performance and execute preventive maintenance tasks to ensure maximum performance and minimize incidents.
  • Ensure backups are reliable and periodically up to date as described in the SLA.

Requirements:

  • 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).
  • Excellent customer-oriented skills.
  • Ability to communicate effectively in English (oral and written) at a C1 level.
  • Availability to work in rotating overnight shifts.

Desired Skills:

  • Experience 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.
  • Customer-oriented skills.
  • Time management and focus on detail.
  • Ability to work in a constantly changing and growing context.

Why Join Us:

At Green Eagle Solutions, we offer a dynamic and supportive work environment, with opportunities for growth and development. We believe in providing excellent customer support and service, and we are committed to making a positive impact in the renewable energy sector.



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