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.

Key Purpose of Role: 

The Customer Experience/Core Support Specialist provides in-depth support for technical issues, which are escalated from the ServiceNow, Customer portal, emails. These technical issues are critical in nature, time consuming, above the level of expertise in the Service Cloud Monitoring /Program teams/, etc. 

The Customer Experience/Core Specialist is responsible for driving these technical issues to resolution, fully documenting the resolution, and cross training the Customer/Program teams. Customer Experience/Core Support team works directly with other departments within the organizations, such as Product Support, Development, Engineering, Software Quality Assurance (SQA), and Product Management. The Customer Experience specialist is required to have in-depth knowledge of the Company software and hardware products, company business and our customers’ business functions, and superior customer service and troubleshooting skills.

Areas of Responsibility / Tasks:

•            Ensure ServiceNow cases are fully documented and resolved or escalated to expert support/Product Support within Service Level Agreement (SLA) guidelines

•            Provide root cause analysis &trouble shooting for the product support issues.

•            9/5/365 days shift- afternoon shift at present.

•            Install system releases

•            Custom training for the Customer/Program teams

•            Well versed with ITIL practices and Protocols from support background.

•            Should have prior knowledge in Support, Deployment, SQL, Database , Windows, IIS services, Unix

•            Comfortable to work in rotational shifts.

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.