Emerson Customer Success Expert

hace 2 días


San José, San José, Costa Rica Emerson A tiempo completo

Overview:

We are seeking a highly skilled Technical Support Professional to join our team at Emerson. As an Ovation Product Specialist, you will be responsible for providing technical support and assistance to our customers and internal stakeholders.

Key responsibilities include fostering a positive environment for work and professional growth, working as a team player, and maintaining or improving customer satisfaction. The ideal candidate will have a Bachelor of Science Degree in Engineering, Computer Science or equivalent, and experience with Ovation products and associated systems is a plus.

Responsibilities:

  • Foster a positive environment for work and professional growth.
  • Work as a team player within the GSC to address customer questions and technical issues.
  • Maintain or improve customer satisfaction through group and individual effort.
  • Perform base customer support activities as needed, including phone support & remote diagnostics, managing and prioritizing call records and workload.
  • Provide technical support for Ovation software & hardware products including peripherals and 3rd party package offerings.
  • Coordinate technical support processes and call escalation from EECR to NA, and between various support organizations.
  • Continually and proactively increase one's technical capabilities, eventually establishing one or more area(s) of expertise.
  • Interface with Emerson Field Support Engineers, regional offices and expert resources as needed to resolve issues.
  • Maintain accurate documentation of all support, utilizing the SMS database and other tools.
  • Maintain Ovation product equipment, support labs, and group capital equipment.
  • Participate in rotational assignments to PWS Headquarters and to customer sites to build skills and support our installed base of customers.


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