First Line Technical Support Engineer

2 weeks ago


Cavite City, Calabarzon, Philippines Schneider Electric Full time

About the Company

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Schneider Electric is a leading company in the digital transformation of energy management and automation.

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We enable the world to use energy in a safe, efficient, and sustainable manner.

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About the Job

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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.

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Your Key Responsibilities

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  • 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

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  1. Education:Bachelor's Degree preferably in Computer Engineering, Computer Science, Information Technology, and Electronics And Communication Engineering;
  1. Experience:Minimum 1 year Technical Support, Sales, and/or Customer Service experience preferred; Previous sales experience an advantage; Previous Call-Centre experience desirable;
  1. 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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