Customer Technical Support, SaaS

Customer Technical Support, SaaS

About The Role 

As a member of the Global Customer Support department and reporting to the Manager of Technical Support, you will play a pivotal role as an internal support escalation subject matter expert. Our technical support services provide our customers with resolving technical challenges involving multiple platform issues, data flows, networking, communication failures, and KPI calculations for customer assets.

The Technical Support Specialist is the 1st line of support for incoming issues, requests and phone calls, This position involves prioritizing incoming requests, assigning tasks to appropriate support teams, and ensuring timely and efficient responses to customer concerns while maintaining a high level of customer In this role, you will support our customers by resolving technical challenges involving platform issues, data flows, networking, communication failures and more..

This is part of the shifting 24x7 schedule that includes weekends.

What You Will Be Doing

• Receive, triage, and prioritize incoming technical support calls from customers.
• Receive incoming support requests through various channels such as phone and ticketing systems. Assess and prioritize cases based on urgency, impact, and customer Service Level Agreements (SLA)
• Gather detailed information from customers to accurately identify and document issues, including relevant symptoms, error messages, and troubleshooting steps already taken. Update the client as support tickets progress and communicate issue resolution.
• Troubleshoot and diagnose data flow issues from remote sites into the Cloud. Perform diagnostic tests to resolve straight-forward issues or escalate complex cases to appropriate support tiers or subject matter experts.
• Identify and escalate priority issues or service disruptions to appropriate personnel, such as support managers or senior support specialists, for resolution. Ensure timely resolution of escalated issues to minimize the impact on customers.
• Maintain accurate and up-to-date records of support requests, including details of the issue, troubleshooting steps taken, resolution provided, and any follow-up actions required.
• Serve as the face of CLIENT with our Customers. Strive to meet or exceed customer satisfaction targets by providing professional, empathetic, and effective support experiences. Gather customer feedback and insights for continuous improvement.
• Provide expert technical support for SaaS Solutions used in renewable energy applications, particularly for solar, wind, storage and hybrid sites.
• Assist clients with troubleshooting, and resolving technical issues related to SCADA system operations, data collection, and control processes.
• Troubleshoot, diagnose, SaaS-related issues in real-time, ensuring minimal downtime for clients.
• Respond to customer inquiries through various channels (phone, ticketing system) with clear, concise, and actionable solutions.
• Create and maintain detailed documentation for the resolution provided in the support ticketing system.
• Create knowledge articles of recurring issues solutions, best practices and configuration guidelines in the knowledge base system.
• Collaborate with internal teams, including engineering, product development to escalate and resolve more complex issues.
• Own Customer issue resolution and communication from start to end including engaging cross-functional teams for assistance in the background.
• Participate in weekly on-call rotation.

What You Will Need to Be Successful

• We believe you enjoy working in a purpose-driven organization and thrive in an environment where you need to find creative solutions to challenging problems in a fast-changing context.
• This also means that you effectively manage multiple tasks of varying complexities, work well in a fast-paced environment, and are driven by continuous learning and growth. Specifically, we are looking for someone with the following toolbox: 
• Bachelor's degree in engineering (Renewable /Communication/Data Engineering preferred).
• Minimum of 3 years of experience in a technical support role. Renewable industry or operations & maintenance (O&M) preferred).
• Knowledge of CRM / Ticketing system as well as ticketing workflows.

Competencies And Qualifications

• Software Proficiency. Proficient in using relevant software and support tools, CRM platforms like Freshdesk as well as Technical Support ticketing workflows. Familiarity with SaaS (Software as a Service) products and technologies is a plus.
• Database Knowledge. Familiar with SQL and relational databases.
• Cloud Computing. Good understanding of cloud computing platforms and databases such as Azure and AWS (Amazon Web Services).
• Computer Networking Expertise. Experience working with Linux and networking fundamentals. Good understanding of networked devices and communication protocols.
• Troubleshooting. The ability to diagnose and resolve technical issues efficiently is fundamental. This includes researching problems, following procedures, and using relevant tools.

Soft Skills

• Communication
• Empathy and Customer Focus
• Time Management and Prioritization
• Adaptability
• Team Player