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