Technical Support Case Handler responsible for managing technical support cases and delivering high - quality technical assistance. Focusing on diagnosing issues, prioritizing workload, and ensuring customer satisfaction through excellent communication.
About the role
- Technical Support Engineer providing AMI/AMR software and hardware support for utility markets. Collaborating with teams to resolve issues and ensure customer satisfaction through innovative solutions.
Responsibilities
- Provide AMI/AMR software/hardware and technical support for three main utility markets
- Perform software/hardware phone support and on-site support
- Handle Technical Service requests from Sales, Distributors, PM, and external customers using AMR/AMI systems
- Resolve customer issues via past experience, current knowledge, or knowledge management tool within Salesforce
- Maintain a thorough understanding of commitment to response times, call escalation procedures, and customer satisfaction
Requirements
- Bachelor of Science Degree in computer science, network administration or electrical engineering; or equivalent experience is desirable
- Experience with Intermediate UNIX/Linux command line, MySQL, SQL and basic SQL commands, as well as network troubleshooting
- Flexibility to work non-standard hours Monday thru Friday and a rotating on-call schedule
- Excellent verbal and communications skills required for phone support of software/hardware products
- Self-starter and someone who takes the initiative on issues with minimal supervision
- Ability to work collaboratively within a team environment of engineers to meet aggressive goals and high quality standards
Benefits
- Participation in Xylem Watermark volunteer activities
- Employee Resource Groups (ERG) that prioritize well-being through inclusion and belonging
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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