Hitachi Energy

Client Support Specialist

Hitachi Energy

Client Support Specialist

Pioneer Solutions Nepal is a wholly owned subsidiary of Hitachi Energy. Hitachi Energy is a global technology leader with a combined heritage of almost 250 years, employing around 36,000 people in 90 countries. Headquartered in Switzerland, the business serves utility, industry and infrastructure customers across the value chain, and emerging areas like sustainable mobility, smart cities, energy storage and data centers. With a proven track record, global footprint and unparalleled installed base, Hitachi Energy balances social, environmental, and economic values, and is committed to powering good for a sustainable energy future, with pioneering and digital technologies, as the partner of choice for enabling a stronger, smarter and greener grid.

We are looking for following professionals to join our Nepal Office Team.

Pioneer Solutions Nepal is a wholly owned subsidiary of Hitachi Energy. Hitachi Energy is a global technology leader with a combined heritage of almost 250 years, employing around 36,000 people in 90 countries. Headquartered in Switzerland, the business serves utility, industry and infrastructure customers across the value chain, and emerging areas like sustainable mobility, smart cities, energy storage and data centers. With a proven …

Client Support Specialist

Views: 2965 | This job is expired 1 month ago

Basic Job Information

Job Category : IT & Telecommunication > Customer Support
Job Level : Entry Level
No. of Vacancy/s : [ 3 ]
Employment Type : Full Time
Job Location : Kathmandu
Offered Salary : Negotiable
Apply Before(Deadline) : Jul. 13, 2022 23:55 (1 month ago)

Job Specification

Education Level : Bachelor
Experience Required : More than or equals to 1 year
Professional Skill Required : Video Editing Ms Office Packages On-Screen Capture
Other Specification

Education Level and Experience Required: 

  • Minimum of Bachelor’s degree in Management or any other relevant field.
    Bachelor’s in Information Technology preferred.
  • At least 1 year of relevant experience. 

Skills and competencies: 

  • Excellent command of written and verbal English 
  • Basic knowledge of MS Office Packages
  • Knowledge of On-screen capture
  • Knowledge of Video editing tools 

Job Description

Ticket Management and Communication with clients

  • Prioritization of tickets as per the criticality and LA Document.
  • Proactively respond to client queries, requests, and client grievances.
  • Keep the management team informed of critical client situations.
  • Regular reporting and communication with the Internal team members.
  • Follow up with the clients to ensure that the tickets are timely addressed and resolved.

Call Management

  • Setup audio/ video call (zoom meeting or teams meeting) if needed. 
  • Deal with clients politely and achieve client satisfaction. 

Monitoring and Testing

  • Monitoring EOD jobs. 
  • Analyzing/Replicating client’s issues by testing different scenarios and follow-up its life cycle

Release Fix/Enhancement 

  • Coordinate with PM team and patch management team to release the clients’ reported tickets. 
  • Notify the client about the release to UAT and PROD versions.

Reporting

  • Prepare a weekly report on overall tickets, and their status and filter out critical priority tickets raised, and alert the team. 
  • Circulate weekly reports to the management team.

Team Management 

  • Train newly hired resources about job responsibility and share project and client knowledge. 
  • Conduct team meetings on a regular basis and keep team skills up to date.

Documentation

  • Preparation of the documents as per the requirements of the clients. 
  • Assist team in internal documentation.

The main purpose of the job is to communicate with the clients and provide the first level of support to all the client-related issues.

Besides offering a stimulating learning experience and a competitive pay, Pioneer also offers many benefits and perks including:

  • 5 working days/week
  • Lunch Allowance
  • Travel Allowance
  • Festival Allowance
  • Paid Leaves
  • Social Security Fund
  • Accidental & Medical Insurance Coverage
  • Work from Home Facility
  • On-site Work Opportunities
  • Global Exposure

This job has expired.

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