Technical Support Customer Care Agent at Schneider Electric

• Improve customer satisfaction by providing a high quality professional Primary Technical Support to SE customers, particularly regarding technical information on products (including prices and discounts), application information during the pre-sales & after-sales process.
• Take ownership and ensure the customer is satisfied before closing requests. Ensure a proper resolution for queries related to product replacement, on-site intervention, technical complaints, product selection, troubleshooting and product quality returns.
• Create/modify knowledge database and review FAQ’s.
• Identify new business opportunities, define and quote product and equipment from customers’ requests, coordinating with relevant Quotation, Sales or Marketing contact for special prices.
• Communicate with relevant sales staff.

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;
• Answering incoming communications from customers on all channels (e.g. phone, email, chat) and prioritizing customer’s support needs;
• Ensure 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;

Qualifications
Education:

• Bachelor’s Degree or tertiary technical qualification in Electrical Engineering

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 in Automation, Electrical Distribution LV & MV, Home & Building Automation, Power Quality & Energy Management, UPS Systems;

Skills:

• Fluency in English
• Working electrical knowledge essential
• PC skills (Microsoft, Windows, ERPs)
• Strong verbal and written communication skills
• Demonstrate a flair & understanding of customer support issues, flexibility and an ability to learn quickly
• Excellent problem solving abilities, aptitude to understand and explain technical information, interpersonal, communication and time management skills
• Ability to develop and maintain customer rapport