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Technical Support Associate
| Estimated Pay | $18 per hour |
|---|---|
| Hours | Full-time, Part-time |
| Location | Liberty Lake, Washington |
Compare Pay
Estimated Pay$15.06
$18.20
$25.69
About this job
Join a team recognized for industry leadership in the Industrial Internet of Things (IIoT) and smart city innovation. Through insightful technology and services, Itron is helping communities around the world better manage energy and water for generations to come. Ready to do what matters?
As a Technical Support Associate (Electricity Metering Support), you will work with customers in resolving technical issues with Automatic Meter Reading (AMR) and Advanced Metering Infrastructure (AMI) solutions. Work may include providing support via email, Live Agent Chat, and phone while accurately diagnosing reported client problems with energy solutions.
Duties & Responsibilities
- Actively monitor case workload and drive to closure within Service Level Agreements (SLA's)
- Investigate technical problems, reproduce issues as required, and interface with technology teams to drive customer issues to closure with a positive outcome
- Read and interpret design documents
- Educate customers on product features and operations
- Support electricity meter programming, use and deployment via incoming phone calls, live agent chat, email, and web meetings
- Listen effectively to understand and address the overall impact of issues as they affect the customer
- Work with customers and internal employees to troubleshoot and characterize reported issues
- Submit timely expense reports, timesheets, trip reports and customer issue updates
- Participate in ongoing technical product training
Required Skills & Experience:
- Proficiency with Microsoft Excel and Microsoft Word
- Professional workplace oral and written communication skills, including ability to effectively communicate with stakeholders globally
- Self-motivation to work under own initiative to grow personal product knowledge and maintain customer satisfaction
- An interest in ongoing personal development through training and coaching
- Strong critical thinking and problem-solving skills
- Ability to analyze problem statements and apply logical troubleshooting processes to resolve support inquiries
- Ability to effectively operate in a fast-paced, evolving team environment, while maintaining attention to detail and organization
- Ability to maintain excellent attendance and adherence to assigned work schedules
Preferred Skills and Experience:
- Ability to communicate complex technical topics to non-technical stakeholders
- Strong communication skills, including written, verbal, and presentation
- Basic understanding of computer networking
- Proficiency with Customer Relationship Management (CRM) applications or Information Technology Infrastructure Library (ITIL)
Education: Associates or bachelors degree from an accredited institution in a related field, or relevant equivalent experience. Computer science and technical training preferred.
Location:
- Raleigh, NC
- Liberty Lake, WA
- West Union, SC
Physical Demands: This is a typical office job, with no special physical requirements or unusual work environment.
EEO Statement
Itron is committed to building an inclusive and diverse workforce and providing an authentic workplace experience for all employees. If you are excited about this role but your past experiences don't perfectly align with every requirement, we encourage you to apply anyway. In the end, you may be just who we are looking for!
Itron is proud to be an . If you require an accommodation to apply, please contact a recruiting representative at 1-800-635-5461 or email .
Pay Transparency Info
The successful candidate's starting salary will be determined based on permissible, non-discriminatory factors such as skills and experience.
Liberty Lake, WA: The base salary is $67,724.80 - $115,000.00
About Itron
Itron enables utilities and cities to safely, securely and reliably deliver critical infrastructure services to communities in more than 100 countries. Our portfolio of smart networks, software, services, meters and sensors helps our customers better manage electricity, gas and water resources for the people they serve. By working with our customers to ensure their success, we help improve the quality of life, ensure the safety and promote the wellbeing of millions of people around the globe. Itron is dedicated to creating a more resourceful world. Join us: www.itron.com.
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