AddressCompany Profile:Join our dynamic team at Staff X, a thriving company dedicated to transforming the landscape of staffing solutions across various industries. We are committed to connecting exceptional professionals with top-tier establishments, ensuring unparalleled quality in service delivery and customer satisfaction.
Position Overview:
We are seeking an experienced Electrical Power Engineer (Software Technical Support) to join our client's diverse team. As an Electrical power engineer, you will be responsible for providing technical support and expertise to customers, ensuring the successful implementation and utilisation of the company's software solutions. You will work closely with customers to understand their specific requirements, troubleshoot technical issues, and deliver timely and effective solutions.
Job Responsibilities:
- You will need to become an expert at using the company's Electrical power engineering software packages including Cable Pro for low-voltage electrical design, Cable HV for high-voltage power cable rating calculations, and SafeGrid for electrical earthing system modelling, amongst the other packages. You will be trained and mentored by experienced engineers, but you must be passionate and driven to learn to become an expert.
- Serve as the primary point of contact for customers, providing expert technical assistance and guidance throughout the implementation and usage of the company's software products. You will provide technical support to customers via email ticketing, live chat, or video call.
- Collaborate with customers to understand their unique business needs and requirements and recommend appropriate solutions and best practices.
- Investigate and troubleshoot technical issues reported by customers, diagnosing root causes and implementing effective solutions in a timely manner.
- Assist the R&D/Engineering team with testing of new software updates and releases.
- Conduct training sessions and workshops for customers to educate them on product features, functionality, and best practices for optimal usage.
- Create and maintain technical documentation, including user guides, FAQs, and troubleshooting resources, to assist customers in resolving common issues independently.
- Gather feedback from customers regarding product performance, usability, and enhancement requests, and communicate insights to internal teams for product improvement.
- Collaborate with internal teams, including Product Management, Development, Marketing and Sales, to relay customer feedback, prioritise feature requests, and ensure alignment of customer needs with product development efforts.
Why join us?
- Competitive salary commensurate with experience
- Opportunities for professional development and career growth
- Friendly and supportive work environment
- Permanent remote work
- Bachelor's Degree in Electrical Engineering; Electrical Power Engineering preferred.
- Work experience as an Electrical power engineer in electrical design and/or power system analysis; minimum of 2 years experience is required.
- Proven experience in a technical support role, preferably in the software industry, with a focus on customer-facing interactions.
- Strong technical aptitude and proficiency in software applications, databases, operating systems, and networking concepts.
- Excellent problem-solving skills with the ability to troubleshoot and resolve complex technical issues effectively.
- Exceptional communication and interpersonal skills, with the ability to convey technical concepts to non-technical audiences.
- Customer-centric mindset with a passion for delivering outstanding customer service and building long-term relationships.
- Experience with Atlassian products such as Jira and Confluence, and project management tools and methodologies is a plus.
- Have strong electrical engineering knowledge and committed to continuous learning.
- Have high attention to detail, and be dedicated to maintaining the highest standards of quality.
