Technical Support Customer Care Agent - Electrical Distribution at Schneider Electric

Responsibilities:

• Provide 1st level telephonic and electronic technical support in pre-sales (product selection, application information) and post-sales (product installation, technical characteristics, technical complaints) to SE customers and partners;
• Responsible for answering incoming communications from customers on all channels (e.g. phone, email, chat) and prioritizing customer’s support needs;
• Assure proper escalation to the 2nd level support or to Service Team to provide on-site support as required;
• Issue quotations in line with customer requests and required standards: cross references, configuration, mix of products in collaboration with country representatives;
• Provide support to customers for product replacement, troubleshooting and technical complaints;
• Complete documentation and follow up on all commitments and customer details;
• Actively create/modify knowledge database, review FAQ’s (including video FAQ's and download centers), promote usage to the customers 
• Collaborate with Marketing on new product launches;
• Provide relevant product and process training to other team members;
• Proactively research and learn about new products, technologies and applications;
• Participate in the interaction centre’s continuous improvement process;
• Liaise with customers, After-Sales and Marketing regarding Product Quality Returns.
• Responsible for back-up tasks performed in other teams (technical support, generalist, lead management, etc)  as required

Experience Required:

• 1 - 3 years' Technical Support, Sales and/or customer service  experience preferred;
• Previous sales experience an advantage;
• Previous Call Centre / Customer Service experience desirable;
• Basic  knowledge according to the specialization if needed (Automation, Electrical Distribution LV & MV, Home & Building Automation, Power Quality & Energy Management, UPS Systems)

Qualifications

Education:

• Bachelor’s Degree or tertiary technical qualification