Shape the utilities market of the future with us!
Shape the utilities market of the future with us. Join our team as a full time Onsite Teachnical Customer Support Associate in Bengaluru (m/f/d). This job is open to male/female/diverse.
What is the role about?
Key Responsibilities:
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Technical Knowledge: understanding of smart metering, AMI, Head-End Systems (HES), Meter Data Management Systems (MDMS), Work force management (WFM) in daily support activities and daily data sanity for Non comm & never comm meters.
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Customer Issue Resolution: Serve as the first point of contact for customer-reported issues. Respond promptly and follow the defined escalation matrix to route unresolved issues to L2 support when necessary.
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Support Workflow Adherence: Work within established support workflows and processes, ensuring compliance with defined priorities and SLA timelines for efficient resolution.
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Ticketing Systems: Log, update, and track customer issues using tools such as Jira, Zoho Desk, or Freshdesk. Prior experience with these tools is an added advantage.
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Off-Hours Support: Be available for customer support outside of regular business hours as needed, coordinating with the support team to ensure timely issue resolution.
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Documentation & Reporting: Use MS Office tools (Excel, Word, Outlook) effectively for communication, report generation, and documentation.
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Communication: Demonstrate excellent written and verbal communication skills in English to interact effectively with customers and internal teams.
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On-Site Issue Resolution: Utilize the knowledge base to identify, diagnose, and resolve issues on-site, ensuring continuity of utility services with minimal disruption.
Your Role at a Glance
We are seeking a reliable and customer-focused
L1 Support Engineer to provide first-level technical support in the
Advanced Metering Infrastructure (AMI) domain. This role involves direct interaction with customers, on-site issue resolution, and coordination with higher-level support teams to ensure minimal disruption to utility services.
Required skills and qualifications
Required Skills:
- Basic knowledge of AMI systems and components (e.g., smart meters, communication networks, HES, MDMS).
- Strong problem-solving skills with a proactive approach to issue resolution.
- Familiarity with customer support tools and issue tracking systems.
- Ability to work independently and collaboratively with cross-functional teams.
- Willingness to travel or work on-site as per business needs.
Your profile
You fit in with us, if…
- You have a Graduate degree in Electronics, Electrical Computer Science & Engineering from a reputed institute.
- Excellent knowledge of Microsoft Office Applications and working knowledge of at least one Computer Operating System.
- Ability to work in a team, keen eye for identification of errors and problem-solving in complex environments.
- Good presentation and report writing skills.
- You are willing to support global customers in their local time.
Why us?
- Being part of an internationally acting and constantly growing technology company.
- Flat hierarchies and the chance to really make a difference and see your ideas grow into real projects.
- Rewarding international environment where employees can thrive both personally and professionally.
- Competitive salary and benefits package that recognizes your skills and contributions.
