Senior Technical Support Engineer at Hitachi Energy

You as a Senior Technical Support Engineer will be part of Hitachi Energy business based in Gauteng, South Africa. You will be collaborating with the customers to build the relationships, teamwork and trust that enables the delivery of valuable solutions and superior customer services.

Your responsibilities  

• Understanding, troubleshoot, analyze, tracking and taking ownership of customer issues and queries and managing through to solution.
• Researching and troubleshooting of Enterprise Software Solutions software issues.
• Providing prompt and accurate customer feedback.
• Acting as an advocate for the customer and effectively communicating feedback to and from technical teams dispersed globally.
• Organizing regular customer meetings and provide status updates to internal and external stakeholders.
• Managing and own all aspects of customer success, while maintaining a holistic view of customer satisfaction.
• Ability to quickly establish customer relationships and trust.
• Applying and utilize knowledge gained from industry or product expertise and technical understanding to quickly identify issues and render solutions.
• Always providing an outstanding customer experience. Ensuring that the customer inquiries and concerns are resolved in a timely manner.
• Following CX standards and procedures and suggest improvements where possible.
• Working with minimal supervision with wide latitude for independent judgement to provide the customer an exceptional customer experience.
• To understanding the context and priority of a diverse range of applications and associated support cases.
• Identifying own training needs and undertakes Hitachi Energy training programs as directed by Management.
• Following and complying with company health, safety, and environmental policies such as described in our Values in Action, the blueprint for the way we work, helps us realize our full potential, individually and as an organization.
• 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.

Your background

• A bachelor’s degree in relevant field.
• 5 years of working experience in a Technical Support Engineer or similar role supporting enterprise software solutions.
• Experience in database technologies like Microsoft SQL Server / T-SQL Procedures; Oracle / PL/SQL Procedures.
• Knowledge in web service and XML message-based systems such as ActiveMQ, JMS.
• Proficiency in both spoken & written English language is required.