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User Support Specialist

3 weeks ago

Chennai, Tamil Nadu, India Hitachi Energy Full time

The Opportunity
The user support specialist is responsible for providing exceptional support to users of our CAD automation design tools via hotline/ticketing system. This role involves troubleshooting technical issues, guiding users through problem-solving processes, and ensuring a high level of customer satisfaction.

How You'll Make An Impact

  • Provide first-line support to users of CAD automation design tools via ticketing system, calls, email, and chat.
  • Diagnose and troubleshoot technical issues, guiding users through step-by-step solutions.
  • Document and track user issues and resolutions using a ticketing system.
  • Transfer complex customer issues to the development team and ensure timely resolution
  • Collaborate with the development and QA teams to escalate and resolve complex issues.
  • Maintain up-to-date knowledge of CAD automation design tools and related technologies.
  • Assist in the creation and maintenance of user support documentation and FAQs.
  • Provide feedback to the development team on user experience and potential areas for improvement.
  • Ensure timely and effective resolution of user issues to maintain high levels of customer satisfaction.
  • Responsible to ensure compliance with applicable external and internal regulations, procedures, and guidelines.
  • Living Hitachi Energy's core values of safety and integrity, which means taking responsibility for your own actions while caring for your colleagues and the business.

Requirements

  • Bachelor's degree in mechanical engineering or a related field, with 3 to 6 years of relevant experience.
  • Proven experience in a technical support or customer service role, preferably with CAD software.
  • Strong problem-solving skills and the ability to troubleshoot technical issues effectively.
  • Excellent communication skills, both verbal and written.
  • Ability to work independently and as part of a team in a fast-paced environment.
  • Proficiency in using support ticketing systems and remote support tools.
  • Proficiency in both spoken & written English language is required.

Hitachi Energy is a global technology leader in electrification, powering a sustainable energy future through innovative power grid technologies with digital at the core. Over three billion people depend on our technologies to power their daily lives.

With over a century in pioneering mission-critical technologies like high-voltage, transformers, automation, and power electronics, we are addressing the most urgent energy challenge of our time – balancing soaring electricity demand, while decarbonizing the power system.

Headquartered in Switzerland, we employ over 50,000 people in 60 countries and generate revenues of around $16 billion USD. We welcome you to apply today.