L1 Customer Support Associate

Shape the utilities market of the future with us

Shape the utilities market of the future with us. Join our team as a full time Onsite Teachnical Customer Support Associate in Surat/Meerut (m/f/d). This job is open to male/female/diverse.

What is the role about?

Key Responsibilities:

• Technical Knowledge: understanding of smart metering, AMI, Head-End Systems (HES), Meter Data Management Systems (MDMS), Work force management (WFM) in daily support activities and daily data sanity for Non comm & never comm meters.
• Customer Issue Resolution: Serve as the first point of contact for customer-reported issues. Respond promptly and follow the defined escalation matrix to route unresolved issues to L2 support when necessary.
• Support Workflow Adherence: Work within established support workflows and processes, ensuring compliance with defined priorities and SLA timelines for efficient resolution.
• Ticketing Systems: Log, update, and track customer issues using tools such as Jira, Zoho Desk, or Freshdesk. Prior experience with these tools is an added advantage.
• Off-Hours Support: Be available for customer support outside of regular business hours as needed, coordinating with the support team to ensure timely issue resolution.
• Documentation & Reporting: Use MS Office tools (Excel, Word, Outlook) effectively for communication, report generation, and documentation.
• Communication: Demonstrate excellent written and verbal communication skills in English to interact effectively with customers and internal teams.
• On-Site Issue Resolution: Utilize the knowledge base to identify, diagnose, and resolve issues on-site, ensuring continuity of utility services with minimal disruption.

Your Role at a Glance

We are seeking a reliable and customer-focused L1 Support Engineer to provide first-level technical support in the Advanced Metering Infrastructure (AMI) domain. This role involves direct interaction with customers, on-site issue resolution, and coordination with higher-level support teams to ensure minimal disruption to utility services.

Required skills and qualifications

Required Skills:

• Basic knowledge of AMI systems and components (e.g., smart meters, communication networks, HES, MDMS).
• Strong problem-solving skills with a proactive approach to issue resolution.
• Familiarity with customer support tools and issue tracking systems.
• Ability to work independently and collaboratively with cross-functional teams.
• Willingness to travel or work on-site as per business needs.

You fit in with us, if…
You fit in with us, if…

• You have a Graduate degree in Electronics, Electrical Computer Science & Engineering from a reputed institute.
• Excellent knowledge of Microsoft Office Applications and working knowledge of at least one Computer Operating System.
• Ability to work in a team, keen eye for identification of errors and problem-solving in complex environments.
• Good presentation and report writing skills.
• You are willing to support global customers in their local time.

What's in for you?

• Being part of an internationally acting and constantly growing technology company.
• Flat hierarchies and the chance to really make a difference and see your ideas grow into real projects.
• Rewarding international environment where employees can thrive both personally and professionally.
• Competitive salary and benefits package that recognizes your skills and contributions.

About us

Cuculus is the key to providing utilities to all, while protecting the world's precious resources. Jointly with our international partner network, we provide cutting-edge software and technology solutions to address utility challenges now and in the future. Cuculus will never tire of creating innovative technology and services that enable utilities and organisations to successfully transition to a new era of providing and managing electricity, water, and gas. The work we do is important for individuals, cities, and entire nations. Our work is serious, but we have fun with it, too.

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