Customer Care and Support Technician

Green Eagle Solutions is a rapidly growing tech company for the renewable energy sector accelerating the green energy transition by enabling fully autonomous renewable energy operations. Our SaaS platform ARSOS seamlessly integrates with all types of renewables employing RPAbased remote commands to enhance operational scalability and profitability and currently handling 30% of all the renewable energy in Spain. This solution allows green energy production to be more efficient and sustainable bringing closer the goal of achieving a carbonneutral world.

Job Overview

We are looking for a Customer Care/Support Specialist to assist our customers with any issues they may have using our products and services.

As a Customer Care and Support Specialist you will be responsible for resolving customer queries recommending solutions and guiding product users through features and functionality. To be successful in this role youll need to be an excellent communicator who can build trust with our customers. You will also need to be familiar with help desk software.

Ultimately you will be helping to build our reputation as a company that provides excellent customer support for all our aftersales processes.

What youll be doing

24/7 phone and email assistance for troubleshooting: responding to customer queries in a timely and accurate way within the guidelines of the SLA and follow up them to ensure they are resolved.

Escalate customer requests and incidents when a protocol is not in place to the next level for resolution. Monitor and follow up these cases to ensure that the other teams resolve them within SLA time.

Identifying customer needs and helping customers use specific features.

Building and nurturing a strong relationship with our clients to ensure the highest customer satisfaction.

Analysing and reporting product malfunctions

Update our internal teams with information about technical issues and useful discussions with customers.

Inform customers about new features and functionalities

Monitoring server status to identify opportunities to improve performance and execute preventive maintenance tasks to assure maximum performance and minimize incidents.

Experience/Skills Required

Experience as a Customer Support/Care Specialist or similar CS role

Experience using help desk software and remote support tools

Excellent communication and problemsolving skills

Multitasking abilities

Patience when handling tough cases or customers

Customer oriented skills

Be openminded and able to work in a constantly changing and growing context.

Be able to communicate effectively in English (oral and written). Level C1.

Availability to work in rotating overnight shifts.

Experience/Skills Desired

A technical degree in IT or engineering or equivalent experience in the administration and troubleshooting of the following:

Industrial communication protocols (IEC104 Modbus...)

OS Microsoft and Linux management.

Databases Oracle SQL Server and MySQL.

Data Analytics (Excel and PowerBI).

SCADA systems.

Experience in SCADA systems

Experience in energy sector

Why work at Green Eagle

Voted a Great Place to Work by our team members

Contribute to the green energy transition and have a sense a purpose in your work

Flexible compensation including discounts on childcare transport and meals

Private health insurance

Annual Training & Development bonus

Free English classes

This is an awesome opportunity to speed up your professional career and challenge yourself while doing something meaningful for the future!