Technical Customer Support Specialist

Project Overview:
In line with Deloitte US objective to transform through Generative AI and Machine Learning, we are working on establishing a solid procedure to gather and sustain modifications to our Deloitte pre-existing Intellectual Property (IP) for the benefit of future projects. The ultimate aim is to utilize the Deloitte pre-existing IP, to use for downstream application. The pre-existing IP content collected will be stored on the software and will be accessible via ML and GenAI solutions. These inputs to be stored in relevant storage.

Position Overview

Technical Customer Support Specialist is responsible for helping customers get the most out of our tools and services. This includes managing user access, answering questions about the product, and solving data-related issues. The Technical Customer Support Specialist works closely with other teams, like Product and Infrastructure, to fix problems and keep everything running smoothly. They also handle escalations from clients, create regular reports on usage, and communicate with customers to resolve issues quickly. The main goal is to ensure customers are happy and successful while using our tools.

Key Responsibilities:
 

• Troubleshoot and resolve system/product issues, including escalations.
• Handle customer escalations and coordinate with the Customer Success Team.
• Provide support for production and non-production environments.
• Manage user access, login issues, and perform ticket triage (L1 & L2 Support).
• Maintain infrastructure via incident resolution, server maintenance, and performance monitoring.
• Deliver support through multiple channels, including 24x7 coverage.
• Respond to system admin and "how-to" inquiries for hosted assets.
• Offer extended and on-call support as needed.
   

Must-Have Language Skills and working hours:
 

• Fluent in English (at least C1 level), both written and spoken.
• Excellent communication skills, a positive attitude, and an easy-going personality
• Work US hours ( define hours)
   

Key Competencies and Skills
 

• Technical Proficiency: Expertise in product knowledge and troubleshooting.
• Customer Management: Strong communication, active listening, and empathy.
• Problem-Solving: Analytical thinking and effective decision-making.
• Project Management: Organizational skills and team coordination.
• Customer Advocacy: Actively engaging with customers and relaying their feedback.
• Training: Skilled in onboarding and resource development.
• Data Analysis: Insightful reporting using customer data.
• Sales Acumen: Experience in upselling, cross-selling, and renewals.
• Interpersonal Skills: Collaboration, conflict resolution, and negotiation.

 
Why Join Us?
 

• Work on innovative energy technology.
• Collaborative, growth-oriented environment.
• Competitive compensation and career development.