The primary job function for this position is to provide specialist support for internal and external customers using ITIL-based practices and procedures to provide best in class technical service support. Additionally, this role performs as the communication hub for customers. Primary responsibilities include issue management that comes from customer inquiries associated with L+G products and services. Handling difficult or critical incidents in which the typical support team does not have expertise to handle. 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.
- Troubleshoot – Initiate, Reproduce and replicate
- Monitoring of meter data, device data, endpoints and/or other hardware or software offerings as part of a data hosting customer agreement.
- Administer and support the daily operations of the business-critical MDM applications. This would include, configuration, user provisioning, performance monitoring, and issue identification, system/application test, and problem resolution
- Serve as the Subject Matter Expert on the MDM Applications for current and future stakeholders
- Request for assistance, information and the packaging up of issues for Sustaining, or next level of support.
- Implements improvements to internal Customer Support programs, processes and procedures.
- 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.
- Products Supported
- Effectively, and proficiently provides support assistance at a Subject Matter Expert level for L+G products
- Case Resolution – escalation and product
- Receives and resolves incident, problem and service requests from internal and external customer inquiries by providing support via the telephone, e-mail, etc.
- Escalates incidents in accordance with the Customer Support procedures.
- Provides bypass and restoration techniques or solutions.
- Coordinates and completes large technical level projects for customers escalated from internal teams, etc.
- KB – Publisher, Reviewer and Author
- Helps to maintain the Customer Support Knowledge Base content, as publisher and reviewer.
- Case Management
- Logs, accurately tracks and documents all incidents in tracking system.
- Act as communication nucleus for all of Customer Operations including case management responsibilities.
- Mentor
- Assists peers to formulate and provide "plans" to customers as required.
- Acts as escalation point for the team; responsible for knowledge transfer for escalated incidents back to the team via training.
- Acts as technical coach and mentor for others.
- Maintains individual education plan with goals to achieve.
- Supervised - %
- Works independently 90%+ of the time.
- Represents Company in a positive, professional manner when working with both external and internal customers.
- Supports and adheres to Company’s Code of Conduct and Ethics Policy.
- May travel up to 10%.
- Performs other duties as assigned or required.
Required Skills
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
- Self-motivated
- Leadership and Coaching
Required Experience
Bachelor's Degree in computer science or related field. Plus, a minimum of 3-5 years’ experience in a managing data within a customer facing role, technical support in related field, or utility industry. An equivalent combination of education and experience will also be acceptable. Dependent on the technology supported, Subject Matter Expert Level experience with:
- Data Management
- Oracle
- Putty
- Unix
- Linux
- SoapUI
- Java
- SAP
- PowerShell
- Kornshell
Utility experience a plus. Proven ability to multi-task. Strong interpersonal and communication skills. Ability to work independently or within a team.
EOE AA M/F/VET/DISABILITY