Technical Support Specialist

7 days ago


Cavite City, Calabarzon, Philippines Schneider Electric Full time

About the Role

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We are seeking a highly skilled and motivated Technical Support Specialist to join our team. As a Technical Support Specialist, you will be responsible for providing top-notch technical support to our customers via phone, email, and chat.

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  • Provide technical assistance 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);

Key Responsibilities

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  • Collaborate with Marketing on new product launches;
  • Provide relevant product and process training to other team members;
  • Participate in the interaction centre's continuous improvement process;
  • Liaise between customers, After-Sales, and Marketing regarding Product Quality Returns.

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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