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Customer Experience Analyst I

Landis+Gyr is a leading global provider of integrated energy management solutions. We measure and analyze energy utilization to generate empowering analytics for smart grid and infrastructure management, enabling utilities and consumers to reduce energy consumption. Our innovative and proven portfolio of software, services and intelligent sensor technology is a key driver to decarbonize the grid. With sales of USD 1.7 billion in FY 2022, Landis+Gyr employs over 7,000 talented people across 30 countries and five continents.

For more than a century, we've been pioneers in energy innovation, and we continue to lead the way toward a more sustainable and efficient energy landscape.

Join us at Landis+Gyr, where we manage energy better - since 1896.

 

Key Responsibilities:

  • Helps develop diagnostic techniques; documents problem identification techniques related to Landis+Gyr products to assist service desk staff in identifying and resolving customer incidents.
  • Provide internal training to service desk personnel on all company products and problem identification techniques, including diagnostic software and hardware.
  • Responsible for incident and problem management.
  • Proactively follows through on customer issues to ensure customers' concerns are addressed accurately and promptly.
  • Works on key customer sites.
  • Serves as the initial escalation point for service desk.
  • Utilizes customer feedback to identify required changes to Company Products. Communicates change to the Product Specialist group by submitting Requests for Change notices, Feature Requests, and Defect notices.
  • Logs accurately tracks, and documents all incidents in the call tracking database, CRM.
  • May act as a liaison between Customer Operations and escalation groups such as Software Development/Engineering/Testing.
  • Implements improvements to internal Customer Operations programs, processes, and procedures.
  • Helps to maintain the Customer Operations Knowledge Base. 
  • Works independently 95%+ of the time.
  • Escalates incidents in accordance with the service desk procedures.
  • Maintains individual education plan with goals to achieve.
  • Coordinates and completes large technical level projects for customers escalated from Service Desk, Service Desk Lead, Service Desk Supervisor, etc.
  • Assist Service Desk Technicians in formulating and providing "plans" to customers as required
  • Acts as a technical coach and mentor for Service Desk Technicians.
  • Performs other duties as assigned or required
  • Supports and adheres to the Company’s core values.
  • Performs other duties or responsibilities as assigned or required.
  • Supports and adheres to the Company’s Code of Conduct and Ethics Policy.
  • Represent the Company in a positive, professional manner when working with both internal and external customers.

 

Education & Experience:

Required Minimum Level of Education: Bachelor's Degree

Required Minimum Years of Experience: 5+ to 7

 

Desired Education/Experience:

 Bachelor's Degree in computer science, engineering, or related field

Plus a minimum of 5-7 years experience in customer service, technical support in a related field, or utility industry.

Required/Desired Certifications:

 

 

 

Knowledge/Skills/Abilities:

  • Experience with general PC software, PC hardware, peripheral devices, and/or networking.
  • Electrical or electronics experience desirable.
  • Proven ability to multi-task.
  • Strong interpersonal and communication skills.
  • Ability to work independently or with a team.
  • Personal Computer skills
  • Proficient with Microsoft Office Suite
  • Keyboard/typing skills
  • Ability to effectively communicate both verbally and in writing.
  • Data analysis, data management
  • Technical troubleshooting
  • Self-motivated
  • Leadership and coaching
  • Experience with the following software programs: Windows, Windows Server Environment, Microsoft Office, SQL Server, Oracle (Query knowledge for SQL or Oracle), UNIX (Linux or Unix experience), Sun Solaris or related programs, understanding and ability to read Java (basic knowledge)

 

 

 

Working Conditions:

Driving Status: Will drive on business for the Company 6 times or less per year.

 

Physical Requirements: Typical office setting. Required to stand; walk; crouch; or handle objects. Lift and/or move up to 10 pounds.  Ability to sit and view computer screen for long periods of time. The ability to see, hear, & speak in English. Reasonable accommodations provided for individuals with disabilities to perform the essential functions.

 

Personal Protection Equipment/Other OHSAS-18001 Safety Requirements: Ensure the continued efforts and assist in achieving annual goals of health, safety, and environmental policies. Must be current with available OSHA/Safety Training provided by the Company. If required, must be able to work while wearing safety equipment such as hard hats, work boats, gloves, hearing protection, and others.

 

 

 

Disclaimer:

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification.  They are not intended to be construed as a complete list of all responsibilities, duties, and skills required of personnel classified as such.

 

 

 

Landis+Gyr is a global leader in energy management solutions, operating in over 30 countries and headquartered in Switzerland.  We are thrilled that you’ve considered Landis+Gyr to be a part of your professional journey.  As a part of the L+G family, employees are offered a comprehensive and competitive package of benefits including medical, dental and vision coverage, life insurance, and a 401(k) retirement plan featuring a generous company match incentive.  Additionally, we offer three (3) weeks of Paid Time Off (PTO) as well as eleven (11) paid holidays.  We also offer a tuition reimbursement program, optional pet insurance, supplemental medical coverage and a host of other perks to ensure the health, wellness, and enrichment of our team members.

 

Pay is in the range of $51,100 - $70,228 per year.  The position is eligible for a 401(k) match and consideration for an annual bonus.  The actual base salary offered depends on a variety of factors, which may include, as applicable, the qualifications of the individual applicant for the position, years of relevant experience, specific and unique skills, level of education attained, and certifications or other professional licenses held.  All candidates are encouraged to apply.

 

 

 

 

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

 

 

 

As a part of the Landis+Gyr family, employees are offered a comprehensive and competitive package of benefits including medical, dental and vision coverage, life insurance, and a 401(k)-retirement plan featuring a generous company match incentive.  Additionally, we offer three (3) weeks of Paid Time Off (PTO) as well as eleven (11) paid holidays.  We also offer a tuition reimbursement program, optional pet insurance, supplemental medical coverage and a host of other perks to ensure the health, wellness, and enrichment of our team members. 

Pay is in the range of $51,100 - $70,228 per year. The position is eligible for a 401(k) match and consideration for an annual bonus. The actual base salary offered depends on a variety of factors, which may include, as applicable, the qualifications of the individual applicant for the position, years of relevant experience, specific and unique skills, level of education attained, and certifications or other professional licenses held.  All candidates are encouraged to apply. 

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. 

 

We're committed to shaping a better future for everyone. #EnergizeYourCareer and join us on our journey towards a greener tomorrow.

Job Title:  Customer Experience Analyst I

Requisition ID:  19778
Location: 

Alpharetta, GA, US

Workplace Type:  Hybrid
Career Level:  Experienced
Date Posted:  May 22, 2024


Nearest Major Market: Alpharetta
Nearest Secondary Market: Atlanta

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