Technical Support Specialist

4 days ago


Cavite City, Calabarzon, Philippines Schneider Electric Full time

Job Overview

Schneider Electric, a leading global provider of energy management and automation solutions, is seeking a highly skilled Technical Support Specialist to join our team. As a key member of our customer support organization, you will be responsible for providing top-notch technical assistance to customers in the solar energy sector.

Duties and Responsibilities

  1. Provide expert-level technical support to customers via phone, email, and webforms, resolving complex issues related to Schneider EcoStuxure architectures.
  2. Work closely with internal teams, including primary support and expert support, to ensure seamless case resolution.
  3. Develop and maintain knowledge of electrical systems, general electronics, and solar energy solutions, staying up-to-date on industry trends and best practices.
  4. Collaborate with cross-functional teams to identify and implement process improvements, ensuring efficient and effective customer service delivery.
  5. Analyze and resolve customer escalations, working closely with Level 3 support and engineering teams as needed.
  6. Manage return merchandise authorization and reimbursement processes, ensuring timely and accurate resolution.
  7. Utilize CRM tools to track customer interactions, commitments, and follow-ups, maintaining high levels of customer satisfaction.
  8. Promote Schneider Electric's products and services through effective communication and collaboration with customers, sales teams, and other stakeholders.
  9. Participate in training and development programs to enhance technical skills and stay current with industry advancements.

Qualifications

  • Bachelor's degree in electrical engineering or equivalent studies; diploma in electrical, electronics, and instrumentation, or renewable/solar energy, is an advantage.
  • A minimum of three years' experience in technical support, preferably in a contact center environment, or two years' experience in electrical commissioning/service projects.
  • Strong understanding of Schneider EcoStuxure architectures and electrical system fundamentals, with ability to quickly adapt to diverse, changing environments.


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