Customer Support Analyst

Landis+Gyr is a leading global provider of integrated energy management solutions. We measure and analyze energy utilization to generate empowering analytics for smart grid and infrastructure management, enabling utilities and consumers to reduce energy consumption. Our innovative and proven portfolio of software, services and intelligent sensor technology is a key driver to decarbonize the grid and helped to avoid around 9 million tons of CO2 in FY 2023. With sales of USD 2.0 billion in FY 2023, Landis+Gyr employs around 6,900 talented people across five continents. 

For more than a century, we've been pioneers in energy innovation, and we continue to lead the way toward a more sustainable and efficient energy landscape. 

Join us at Landis+Gyr, where we manage energy better! 

Customer Support Analyst

The primary function of this position is to provide support for internal and external customers using ITIL-based practices and procedures while striving to continually improve the customer experience. Additionally, this role acts as the communication hub for customers; strong customer service skills are required. Primary responsibilities include case management that comes from customer inquiries associated with L+G products and services. Investigate and develop solutions to complex application problems, system administration issues, or network concerns. Support systems management and integration activities. This position is responsible for troubleshooting issues and escalating as necessary to the correct personnel. Notifications and updates on issues are provided on a frequent basis via support tools, email or phone. 

Key Responsibilities:

• Receives and resolves Cases, incidents, problems and service requests from internal and external customer inquiries by providing support via the telephone, e-mail, ticketing platform and other tools
• Escalates issues in accordance with the Customer Support procedures.
• Acts as an escalation point for the customer.
• Logs, accurately tracks and documents all issues in case tracking system and regularly provides updates back to the customer.
• Troubleshooting and reproduce, issues associated with L+G products and services using various tools, applications, and techniques.
• Monitoring of electronic devices, radios and/or other hardware or software offerings as part of a data hosting customer agreement.
• Utilizes customer feedback to identify required changes to company Products. Communicates change to Product Specialist group by submitting Request for Change notices, Feature Requests, and Defect notices.

Education and Experience:

• Required Minimum Level of Education: Associates Degree
• Required Minimum Years of Experience: 1+ to 2
• Desired Education/Experience: Bachelor's Degree in Computer Science, Computer Information Systems, electric engineering, or equivalent experience. Plus, a minimum of 1-2 years’ experience in customer service, technical support in related field, or utility industry is preferred. An equivalent combination of education and experience will also be considered

Skills:

• Cloud Computing Experience
• Personal Computer skills
• Proficient with Microsoft Office Suite
• Keyboard/typing skills
• Ability to effectively communicate both verbally and in writing.
• Write and execute SQL and/or Oracle queries (technology specific)
• Data analysis
• Technical troubleshooting
• Relational Databases
• Oracle / SQL
• Putty
• Command Line
• PowerShell
• Networking fundamentals

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