Customer Support Analyst managing high - volume support and enhancing customer experience for AGDATA’s clients. Collaborating with a team to provide timely updates and escalate complex issues as needed.
About the role
- Customer Support Engineer providing technical support for Ovation products within Emerson's Global Service Center. Diagnosing issues and enhancing customer satisfaction in power and water solutions.
Responsibilities
- Foster a positive environment for work and professional growth.
- Work as a team player within the GSC to address customer questions and technical issues.
- Maintain or improve customer satisfaction through group and individual effort.
- Perform base customer support activities as needed, including phone support & remote diagnostics, managing and prioritizing call records and workload.
- Provide technical support for Ovation software & hardware products including peripherals and 3rd party package offerings.
- Coordinate technical support processes and call escalation from EECR to NA, and between various support organizations.
- Continually and proactively increase one’s technical capabilities, eventually establishing one or more area(s) of expertise.
- Interface with Emerson Field Support Engineers, regional offices and expert resources as needed to resolve issues.
- Maintain accurate documentation of all support, utilizing the SMS database and other tools.
- Maintain Ovation product equipment, support labs, and group capital equipment.
- Participate in rotational assignments to PWS Headquarters and to customer sites to build skills and support our installed base of customers.
- Help to enhance the value of the Global Service Center by contributing towards additional group activities/tasks, developing new internal/external solutions, and assisting with training (as appropriate).
Requirements
- Bachelor of Science Degree in Engineering (electrical, mechanical, electromechanical or related field)
- Advanced level of English [B2] (additional languages are advantageous)
- Advanced troubleshooting skills (i.e., diagnosing and resolving computer related issues)
- Good interpersonal skills and excellent oral and written communication skills in a formal environment
- Ability to work effectively with internal and external customers
- Willingness to travel
- Willingness to work different shifts
Benefits
- Competitive benefits plans
- Variety of medical insurance plans
- Employee Assistance Program
- Employee resource groups
- Recognition programs
- Flexible time off plans
- Vacation and holiday leave
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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