L1 Customer Support Associate

Shape the utilities market of the future with us!

Shape the utilities market of the future with us. Join our team as a full time Onsite Teachnical Customer Support Associate in Surat/Meerut (m/f/d). This job is open to male/female/diverse.

What is the role about?

Key Responsibilities: 

• Technical Knowledge: understanding of smart metering, AMI, Head-End Systems (HES), Meter Data Management Systems (MDMS), Work force management (WFM) in daily support activities and daily data sanity for Non comm & never comm meters.
• Customer Issue Resolution: Serve as the first point of contact for customer-reported issues. Respond promptly and follow the defined escalation matrix to route unresolved issues to L2 support when necessary.
• Support Workflow Adherence: Work within established support workflows and processes, ensuring compliance with defined priorities and SLA timelines for efficient resolution.
• Ticketing Systems: Log, update, and track customer issues using tools such as Jira, Zoho Desk, or Freshdesk. Prior experience with these tools is an added advantage.
• Off-Hours Support: Be available for customer support outside of regular business hours as needed, coordinating with the support team to ensure timely issue resolution.
• Documentation & Reporting: Use MS Office tools (Excel, Word, Outlook) effectively for communication, report generation, and documentation.
• Communication: Demonstrate excellent written and verbal communication skills in English to interact effectively with customers and internal teams.
• On-Site Issue Resolution: Utilize the knowledge base to identify, diagnose, and resolve issues on-site, ensuring continuity of utility services with minimal disruption.

Your Role at a Glance

We are seeking a reliable and customer-focused L1 Support Engineer to provide first-level technical support in the Advanced Metering Infrastructure (AMI) domain. This role involves direct interaction with customers, on-site issue resolution, and coordination with higher-level support teams to ensure minimal disruption to utility services.

Required skills and qualifications

Required Skills:

• Basic knowledge of AMI systems and components (e.g., smart meters, communication networks, HES, MDMS).
• Strong problem-solving skills with a proactive approach to issue resolution.
• Familiarity with customer support tools and issue tracking systems.
• Ability to work independently and collaboratively with cross-functional teams.
• Willingness to travel or work on-site as per business needs.

You fit in with us, if…

You fit in with us, if…

• You have a Graduate degree in Electronics, Electrical Computer Science & Engineering from a reputed institute.
• Excellent knowledge of Microsoft Office Applications and working knowledge of at least one Computer Operating System.
• Ability to work in a team, keen eye for identification of errors and problem-solving in complex environments.
• Good presentation and report writing skills.
•  You are willing to support global customers in their local time.

What’s in for you?

• Being part of an internationally acting and constantly growing technology company.
• Flat hierarchies and the chance to really make a difference and see your ideas grow into real projects.
• Rewarding international environment where employees can thrive both personally and professionally.
• Competitive salary and benefits package that recognizes your skills and contributions.