Position Summary

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

• Troubleshooting and reproduce, issues associated with L+G products and services using various tools, applications and techniques.
• 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

• 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
• Escalates issues in accordance with the Customer Support procedures.
• 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

Supports and helps to create and review Customer Experience Knowledge Base articles

Mentor and Training

• Responsible for knowledge transfer for escalated incidents back to the team via teach back sessions.
• Maintains individual education plan with goals to achieve.
• Suggests preventative actions from lessons learned

Within the first 12 months of employment

• Works independently 70% of the time
• 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 & 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

Knowledge/Skills/Abilities

• 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

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 $51,300 - $70,563 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.