#https://careers.se.com/jobs/00973X?lang=en-us
he best level to be able to simulate, replicate and understand reported customer escalations
• Work closely with all teams in the technical support scope: Primary and Expert support team, Internal Technical and Services Teams and Business Unit during case life cycle time until it is successfully resolved from a customer point of view. Communicate effectively, collect all necessary information in case of escalation to Expert or Engineering team is necessary.
• Understand and explain the source of problem and evaluate its impact and the mitgation actions
• Manage Return Merchandise Authorization and reimbursement process and inquiries
• Complete documentation and follow up on all commitments and customer details using Customer Relationship Management Tool
• Collaborate with country Offer Marketing on new product launches;
• Participate in various Technical & Customer Service & Sales Training Courses as required
• Propose, create and publish Technical Articles, FAQs and Video FAQs from handled cases
• Communicate and share knowledge with other Level two engineers as well as Primary Support.
• Ocasionally provide technical trainings to primary technical support engineers and customers
• Proactively participate on process improvement and engagement projects
Qualifications
Education :
Bachelor's degree in electrical engineering preferred or equivalent studies.
Diploma in Electrical, Electronics and Instrumentation are acceptable.
Diploma in Renewable or Solar Energy is an advantage.
Working E xperience:
§ Minimum three years-experience on technical support in a contact center environment is desirable and/or two years of experience in the field electrical or networking commissioning/service projects (on site services etc.).
Business Understanding :
§ Knowledge on electrical system and general electronics (hands on experience in electrical equipment repair and services advantage)
§ Strong Understanding of Schneider EcoStuxure architectures
§ Able to quickly adapt in a diverse, changing, and fast-paced environment with positive attitude
Others (e.g. language skills, technical skills):
§ Must be fluent in both English and required language (French, Spanish, Portuguese, German, Korean or Japanese). High level of comprehension, strong verbal and written communication skills are required
§ Must possess excellent skills in listening, expression and interrelationships
§ Must be keen to details, be technically smart, capable in working independently and utilize sound judgement.
§ Able to work with multicultural environment with regional responsibilities.
§ Intermediate networking and computer knowledge
§ Ability to develop and sustain customer rapport
§ Demonstrate accountability on individual learning-flexibility and can learn quickly
§ Excellent problem-solving abilities, aptitude to understand and explain technical information, interpersonal, communications and time management skills;
§ Coaching, facilitation, and presentation skills
Schedule: Full-time
Req: 00973X