Technical Support Engineer - ETRM
Hitachi
- Modderfontein, Johannesburg
- Permanent
- Full-time
- Grasping, troubleshooting, analyzing, track, and take charge of customer issues and inquiries, guiding them to resolution and investigating and troubleshooting ETRM software problems.
- Furnishing prompt and precise feedback to customers and serving as a customer advocate, effectively conveying feedback between technical teams dispersed globally.
- Arranging regular customer meetings and deliver status updates to both internal and external stakeholders and overseeing all aspects of customer success, maintaining a comprehensive view of customer satisfaction.
- Quickly build customer relationships and foster trust and applying industry or product expertise and technical knowledge to promptly identify and address issues.
- Consistently deliver an exceptional customer experience and ensuring timely resolution of customer inquiries and concerns.
- Operating with minimal supervision, exercising independent judgment to provide outstanding customer support or experiences.
- Understanding the context and priority of various applications and associated support cases and identifying personal training needs and participate in Hitachi Energy training programs as directed by Management.
- Adhering to company health, safety, and environmental policies outlined in our values in action, ensuring individual and organizational potential is realized and to CX standards and procedures while suggesting improvements.
- 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.
- A bachelor’s or master’s degree in computer science, software engineering or IT is required.
- Minimum 3 year of relevant experience in Technical Support Engineer or similar role supporting ETRM solutions is required.
- Understanding of development process flow (excluding coding abilities), Web technologies: C# / ASP.net (2.0, 3.0, 3.5, 4.0), HTML/XHTML, JavaScript, CSS, database technologies: Microsoft SQL Server / T-SQL Procedures; Oracle / PL/SQL Procedures, tools or utilities: Windows and Microsoft Office 365 applications, Salesforce, etc., SQL, Oracle, or varied database query writing skills, proficiency in Linux/UNIX/Mac/Oracle/windows environments and familiarity with Web Service and XML message-based systems such as ActiveMQ, JMS.
- Experience in power generation and transmission, utilities, or public infrastructure is desirable but not mandatory.
- Capable of establishing and maintaining effective working relationships at all levels within customer organizations and Hitachi Energy and Team player with self-directed, proactive, and action-oriented qualities.
- Proficiency in both spoken & written English language is required.