User Support Specialist

6 days ago

Chennai, Tamil Nadu, India Hitachi Full time ₹ 4,00,000 - ₹ 8,00,000 per year

Location:

Chennai, Tamil Nadu, India

Job ID:

R0090376

Date Posted:

Company Name:

HITACHI ENERGY TECHNOLOGY SERVICES PRIVATE LIMITED

Profession (Job Category):

IT, Telecom & Internet

Job Schedule: 

Full time

Remote:

No

Job Description:

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.

Qualified individuals with a disability may request a reasonable accommodation if you are unable or limited in your ability to use or access the Hitachi Energy career site as a result of your disability. You may request reasonable accommodations by completing a general inquiry form on our website. Please include your contact information and specific details about your required accommodation to support you during the job application process.This is solely for job seekers with disabilities requiring accessibility assistance or an accommodation in the job application process. Messages left for other purposes will not receive a response. 

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