First Line Technical Support Engineer
2 weeks ago
About the Company
">Schneider Electric is a leading company in the digital transformation of energy management and automation.
">We enable the world to use energy in a safe, efficient, and sustainable manner.
">About the Job
">We are seeking a highly skilled and motivated First Line Technical Support Engineer to join our team. As a First Line Technical Support Engineer, you will be responsible for providing first-line technical support to our customers via phone, email, and chat.
">Your Key Responsibilities
">- Provide first-line technical support to customers on product selection, installation, and troubleshooting;
- Responsible for answering incoming communications from customers and prioritizing their support needs;
- Assure proper escalation to second-level support when necessary or to Service Team for on-site support as required;
- Complete documentation and follow-up on all commitments and customer details;
- Actively create/modify knowledge database, review FAQs, promote their usage towards customers (same for video FAQs and download centers);
Requirements
">- Education:Bachelor's Degree preferably in Computer Engineering, Computer Science, Information Technology, and Electronics And Communication Engineering;
- Experience:Minimum 1 year Technical Support, Sales, and/or Customer Service experience preferred; Previous sales experience an advantage; Previous Call-Centre experience desirable;
- Skills:
- Fluency required in English and the language of the country supported;
- Working electrical knowledge is essential;
- PC skills (Microsoft, Windows, ERPs) and strong verbal and written communication skills required;
- 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, communications, and time management skills;
- Ability to develop and maintain customer rapport;
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