Customer Support Specialist - Broomfield - Hitachi

    Hitachi
    Hitachi Broomfield

    1 week ago

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    Description
    Job Title: Communications & Corporate Affairs Specialist P4

    Company: HITACHI ENERGY USA INC

    Location: Broomfield, Colorado, United States of America

    Job Schedule: Full time

    Remote Work: No

    About the Role:

    This role requires a skilled professional to facilitate the resolution of complex customer issues through research and follow-up. The specialist will utilize excellent written and verbal communication skills to resolve complaints via verbal or written contact with customers, exercising high discretion. They will also work with other complaint handling units to assist in resolving issues.

    The specialist will be a recognized subject matter expert in their job area, typically obtained through advanced education and work experience. Key responsibilities include managing large projects, coaching and delegating work to lower-level professionals, and addressing difficult and complex problems.

    Your Responsibilities:

    • Deliver Industry Expertise: Provide extensive industry and software expertise for Energy Portfolio Management (EPM) software solutions.
    • Customer Support: Help customers identify and resolve problems, provide guidance, and help them achieve their desired business results.
    • Around-the-Clock Support: Be available for around the clock technical support, or extended office hours, as needed, in maintaining/troubleshooting power system related production issues reported by customer teams.
    • Training and Development: Engage in proactive and independent self-study to develop knowledge of the software package and associated business understanding, conduct training sessions with customers about the EPM software, and support Product Development, Quality, Product Management, and Release Management teams with defect fixes, testing, reviewing technical documentation, and rolling out timely EPM releases.
    • Communication: Communicate back to Product Owners and Product Managers customer-driven enhancements to the current and future software development, keep informed of recent trends and technologies, understand, troubleshoot, analyze, and resolve software issues reported to CX by Business users, Technical, and Senior management teams from customer side including Hitachi Energy teams.
    • Problem-Solving: Apply, utilize, and share knowledge gained from industry/product expertise and technical understanding to quickly identify issues and render solutions, prioritize tasks, accurately document the nature of the reported problem, effectively assess the problem at hand, and understand the business magnitude of the issue for the customer while keeping the big picture in mind.
    • Customer Experience: Provide an outstanding customer experience, be the customer's advocate by representing their needs and concerns inside of Hitachi Energy, demonstrate 'one Hitachi Energy voice' at all times, receive and respond promptly to all customer inquiries, ensure that customer inquiries are resolved in a timely manner, build strong relationships with both customer and Hitachi Energy on-site personnel to help make every customer experience positive, serve as an escalation point for issues beyond the scope of Customer Experience, and live Hitachi Energy's core values of safety and integrity.

    Your Background:

    • Education: Bachelor's degree with 5+ years of EPM product support experience.
    • Work Authorization: Candidates must already have a work authorization that would permit them to work for Hitachi Energy in the United States.
    • Software Knowledge: Knowledge of Velocity Suite or other EPM software is a plus.
    • Leadership Skills: Ability to take the lead on all customer communications.
    • Time Management: Excellent time management, decision-making, presentation, relationship, and organizational skills.
    • Dynamism: Must thrive in a fast-paced, time-compressed, and dynamic environment.
    • Prioritization: Ability to prioritize competing task assignments.
    • Documentation: Read, analyze, and comprehend technical and functional documentation.
    • Communication: Effective written and verbal communications for internal and external consumption at all levels of an organization.
    • Metric Understanding: Apply concepts such as fractions, percentages, ratios, and proportions to practical situations.


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