Client Support Specialist

Hitachi Energy

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.…

Job Information

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    Duty Station Kathmandu
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    Type of Appointment Full time
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    No. of Openings 3 openings
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    Salary Negotiable / Monthly
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    Job Level : Mid-Level
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    Job Experience : 1+ Years
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    Job Category IT and ICT Engineering
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    Job Qualification : Bachelor
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    Posted Date : Jun 30, 2022

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

Required Qualification & Experience

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

How to Apply

Interested candidates can send their CV and Cover Letter to CTRM-Jobs@hitachienergy.com. Please clearly mention the position that you are applying for. For e.g.: Application for the position of ‘ Client Support Specialist’.

Only those applications meeting the above-mentioned criteria will be shortlisted and called for interview.