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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. Having avoided more than 9 million tons of CO2 in FY 2021 and committed to achieve carbon neutrality by 2030, Landis+Gyr manages energy better – since 1896.


With sales of USD 1.5 billion in FY 2021, Landis+Gyr employs around 6,500 talented people across five continents.

The primary function of this position is to provide support for internal and external customers using ITIL-based practices and procedures while striving to continually improve the customer experience. Additionally, this role acts as the communication hub for customers; strong customer service skills are required. Primary responsibilities include case management that comes from customer inquiries associated with L+G products and services. Investigate and 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.


Key Responsibilities:


Troubleshoot – Initiate, Reproduce and replicate
o    Troubleshooting and reproduce, issues associated with L+G products and services using various tools, applications, and techniques.
o    Monitoring of electronic devices, radios and/or other hardware or software offerings as part of a data hosting customer agreement.
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.
Effectively, and proficiently provides support assistance at entry to mid-level for L+G products and services


Customer Service Management
o    Receives and resolves Cases, incidents, problems and service requests from internal and external customer inquiries by providing support via the telephone, e-mail, ticketing platform and other tools
o    Escalates issues in accordance with the Customer Support procedures.
o    Acts as an escalation point for the customer. 
Logs, accurately tracks and documents all issues in case tracking system and regularly provides updates back to the customer.


Knowledge Base –Review and Author
o    Supports and helps to create and review Customer Experience Knowledge Base articles


Mentor and Training
o    Responsible for knowledge transfer for escalated incidents back to the team via teach back sessions.
o    Maintains individual education plan with goals to achieve.


Suggests preventative actions from lessons learned

Within the first 12 months of employment:
o    Works independently 70% of the time
o    Has mastered 75% of objectives on the training plan form

    Supports and adheres to Company’s core values.
    Performs other duties or responsibilities as assigned or required.
    Supports and adheres to Company’s Code of Conduct and Ethics Policy.
    Represents Company in a positive, professional manner when working with both internal and external customers

Education and Experience:


Required Minimum Level of Education: Associates Degree
Required Minimum Years of Experience: 1+ to 2


Desired Education/Experience: Bachelor's Degree in Computer Science, Computer Information Systems, electric engineering, or equivalent experience.  Plus, a minimum of 1-2 years’ experience in customer service, technical support in related field, or utility industry is preferred. An equivalent combination of education and experience will also be considered


Required/Desired Certifications: ITIL Foundations Certification a plus



•    Cloud Computing Experience (Google Cloud Preferred)
•    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
•    Relational Databases
•    Oracle / SQL
•    Putty
•    Command Line
•    PowerShell
•    Networking fundamentals


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.


If you have the drive and enthusiasm to accept this challenge and to work in a very dynamic, cross functional and international environment, we are looking forward to meeting you. Click apply now.

Job Title:  Customer Experience Analyst I

Requisition ID:  8761

Alpharetta, GA, US

Workplace Type:  Hybrid
Career Level:  Experienced
Date Posted:  Sep 19, 2022

Nearest Major Market: Alpharetta
Nearest Secondary Market: Atlanta

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