First Line Support (Energy and Power) at Summit Recruitment and Search

Key Responsibilities:

• Respond to customer inquiries related to product usage, features, and functionality via ticketing system and phone,
• Provide step-by-step instructions and solutions to resolve product-related issues.
• Escalate complex product issues to second line support or specialised teams as needed.
• Conduct root cause analysis to identify and resolve recurring product problems.
• Utilise remote support tools to assist customers with technical issues.
• Stay up to date with the latest trends and technologies in energy management and apply this knowledge to enhance the value of recommendations.
• Develop a deep understanding of the company’s products, including features, functionality, and common issues.
• Become proficient in all support services including solution design, installation
• verification and on call support.
• Provide feedback to product development teams based on customer interactions and identified issues.

Qualifications:

• Must have a bachelor’s degree in electrical and electronics engineering or a related field.
• Must have at least 2 years of experience in a similar position.
• Previous experience in a product support or helpdesk role preferred.
• Experience with Microsoft Office/Oracle products, Windows and or Linux.
• Strong problem-solving and troubleshooting skills.
• Customer-focused attitude with a high level of patience and professionalism.
• Ability to work independently and as part of a team.
• Proficiency in using remote desktop applications and help desk software.