Technical Support Engineer

at  Schneider Electric

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The Role: Primary Technical Support Engineer
Responsible for providing first-line technical support for customers, particularly regarding technical information on products, and application information during the pre-sales & after sales process. Take ownership and ensure customer satisfaction before closing the request. Detect all opportunities to serve the customer while addressing customer support requests.

EDUCATION & EXPERIENCE REQUIRED

• Bachelor’s Degree preferably in Engineering (EE, ECE) or equivalent experience.
• Preferably with BPO or customer service experience.
• Preferably working experience in the related field specializing in Technical & Helpdesk Support.
• Experience / Knowledge of personal computers required.
• Experience with network operating systems preferred.
• Demonstrated ability to understand and explain technical information.
• Ability to solve customer problems via telephone, chat, and email.
• Excellent verbal and written communication skills.
• Fluent to good in English communication.
• Willing to work in Cavite on a rotating schedule.

ESSENTIAL FUNCTIONS:

• To provide technical support to customer via phone, email, or live chat.
• Provide technical support related to pre-sales and post-sales inquiries.
• Utilize available resources, such as knowledge bases and troubleshooting guides to resolve customer inquiries efficiently.
• Document customer interactions and resolutions in the customer relationship management (CRM) system.
• Liaise between customers, after-sales, and marketing regarding product quality returns.
• Adhere to established service level agreements (SLAs) and quality standards.
• Contribute to the continuous improvement of customer support processes and procedures.
• Participate in training and development programs to enhance technical knowledge and customer service skills.
• Participate in transactional selling activities to meet sales targets.
• Other tasks which may be assigned from time to time.
  Qualifications