Technical Support Representative - Solon, OH
Date: Apr 25, 2022
Location: Solon, OH, US, 44139 St. Louis, MO, US, 63146
Company: Hubbell Incorporated
At HPS, we build products that provide mission critical infrastructure and that deliver communications and power to millions of people worldwide. In our business, failure is not an option. Therefore, we manufacture products of uncompromising integrity and it starts with our quality policy. We hold our partners, our suppliers and ourselves to the highest standard to ensure we exceed all the technical and functional expectations of our customers.
Hubbell Incorporated engages in the design, manufacture, and sale of electrical and electronic products in the United States and internationally. It operates in three segments: Electrical, Power, and Industrial Technology.
Posting Address
Solon, OH (preferred) or St. Louis, MO
Position Overview
To engage with Aclara's Customers in the water, gas and electric utility space to ensure that they have a great experience with Aclara and realize success with our products. At a core-level, this involves meeting service-level agreements by communicating with Aclara Customers on their support cases opened via our Customer portal, phone, and e-mail. The Aclara Technical Support Representative will facilitate prompt and responsive communication between Aclara's Customer support team and Aclara Customers.
Duties and Responsibilities
- Acquire and maintain general knowledge of all Aclara product offerings to quickly understand Customer needs
- Provide front line “Tier 1” support to Aclara Customers on incoming phone calls and e-mail requests in an expedited fashion; generate tickets in Aclara’s case management system for these requests
- Respond to and ensure Aclara follows through on Customer surveys and any necessary actions arising from them. We treat our Customers as long-term partners and this position requires excellent communication skills, the motivation to learn and the drive to help others succeed - both externally and internally to Aclara.
- Ensure compliance in meeting Aclara’s maintenance agreements through timely response and issue resolution
- Keep detailed notes and track customer issues through Customer Relationship Management (CRM) system
- Triage open tickets and escalate issues to the appropriate support personnel to provide prompt issue resolution
- Periodically monitor Customer Portal discussion threads and assist customers as needed by opening cases, creating accounts, resetting passwords, etc...
- Help drive efforts to identify and target concerns and inefficiencies to improve the quality and effectiveness of Aclara’s Customer interactions
- Acquire intermediate knowledge with one or more of Aclara’s product offerings to raise first-call resolution rates with Aclara customer issues
- Share knowledge with the team on new and innovative processes or resolutions to improve support and customer satisfaction
- Coordinate/schedule/perform firmware updates on Aclara hardware
Skills and Experience
Required:
- Proficiency with office productivity software (Word, Excel, PowerPoint)
- Proven track record in the successful delivery of projects for external customers
- Ability to communicate detailed technical information to an audience with various levels of technical understanding
- Ability to operate under deadlines and full workloads
- Superior organization and time-management skills
- Extremely responsive and able to communicate effectively with all levels of the internal and client organizations
- Demonstrated track record of excellent relationship building, relationship maintenance, and team-building skills; must work well with cross-functional teams; comfortable as team lead or member
- Experience generating customer deliverables/documentation, collecting and analyzing data, presenting results, and making recommendations
- Exceptional written and verbal communication skills
Preferred:
- Utility/energy industry experience, particularly related to energy management, customer service, CIS/CRM, AMI, MDM, and/or demand-response
- 1-2 years’ experience with Professional Services administration including contracts, change orders, scope, functional requirements, and prioritization
- Experience working with electric, water, or gas utilities
Physical Demands:
- Ability to travel domestically and/or internationally up to 25% throughout the year, as needed
- Ability to sit or stand for extended periods
- Ability to lift up to 25 lbs
Hubbell Incorporated, its subsidiaries and affiliates, is an EO Employer AA: M/F/Veteran/Disability. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, sexual orientation, gender identity or any other protected class.
Nearest Major Market: Cleveland
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Technical Support, Firmware, CRM, Technology