Technical Support Lead

Geekhunter is hiring on behalf of our client, a global leader in the sustainable energy industry, dedicated to shaping a carbon-neutral future. With a presence in over 140 countries and headquartered in Switzerland, they offer innovative solutions and services to the utility, industry, and infrastructure sectors. They are pioneering technologies that drive the digital transformation necessary for accelerating the energy transition. With a track record of excellence and a $10 billion USD business volume, our client leverages deep domain knowledge, industry experience, and collaborative partnerships to not only innovate technically but also improve societies, ultimately inspiring a sustainable energy future for all.

Job Responsibilities

The Technical Support Lead is primarily responsible for leading the Indonesia’s Technical Support Team and providing high-level support services for the customers using our products and will deliver professional and courteous customer support service and promote a productive and positive relationship with customers in typical day-to-day interactions. When necessary, escalate customer support issues of a more complex technical or product-related nature to the Customer Support Manager or R&D Team. Also, participate in and contribute to team efforts, assist with management decisions, and manage your team performance.

• You will engage with the customer in a Customer Advocate and Technical Support Specialist role on their use of the software, represent their needs and always demonstrate ‘one company voice’. When necessary, you will escalate customer issues of a technical or product-related nature to the Customer Experience Manager.
• Developing an understanding of how our customers do business, of what role our products play in that business, your ability to convey that understanding to anyone, anywhere, at any time will be paramount.
• You will work individually and within a team of expert software professionals to respond to specific customer needs and be a key liaison to software customers. You will work directly with the customers and may occasionally travel to the customer site.
• You will understand, troubleshoot, analyze, and resolve software issues reported to CX by clients and/or the company’s implementation staff, always provide an outstanding customer experience – live & breathe client satisfaction, maintain regular and expedite communication with customers, and eventually conduct periodical status meetings.
• You will engage internal cross-functional teams, e.g., product management and development teams as necessary to resolve issues. Ensure that customer enquiries are resolved in a timely manner. Build strong relationships with both customers and on-site personnel to help make every customer experience positive.
• You will resolve software issues and questions reported to Customer Experience (CX) by customers or on-site implementation staff on behalf of customers also need to deliver professional and courteous service and promote value-add, productive, and positive relationships with customers in your assigned portfolio during day-to-day interactions.
• Living the company’s core values of safety and integrity, which means taking responsibility for your own actions while caring for your colleagues and the business.

Job Requirements

• Require higher level with BA/BS degree.
• A combination of education and equivalent experience may also be acceptable.
• More than 5 years of experience or at a higher level with a BA/BS degree or a 7 or more years of experience.
• Leadership experience in managing at least 4-5 people for more than 1 year
• Excellent knowledge of all customer support areas, time management, decision-making, presentation, relationship, and organizational skills.
• Must thrive in a fast-paced, time-compressed, and dynamic environment. Requires the ability to establish and maintain effective working relationships at all levels within both customer organizations and the company.
• Must be able to work in a team environment, yet be self-directed, proactive, and action oriented (Must be able to work independently with minimal supervision).
• Effective written and verbal communications for internal and external consumption at all levels of an organization.
• Excellent presentation skills and requires the ability and willingness to travel up to 10%.
• Proficiency in both Spoken and Written English.
• Strong knowledge and/or experience in technical skills (SQL, ERP, Java, etc)

How to Apply:
Send your CV to recruiter’s email who contact you OR to recruiter@geekhunter.co OR

Apply Here