Technical Support Customer Care Agent

Improve customer satisfaction by providing a high quality professional Primary Technical Support to SE customers, particularly regarding technical information on products (including prices and discounts), application information during the pre-sales & after-sales process.

Take ownership and ensure the customer is satisfied before closing requests. Ensure a proper resolution for queries related to product replacement, on-site intervention, technical complaints, product selection, troubleshooting and product quality returns.

Create/modify knowledge database and review FAQs.

Identify new business opportunities, define and quote product and equipment from customers requests, coordinating with relevant Quotation, Sales or Marketing contact for special prices.

Communicate with relevant sales staff.

Responsibilities:

• Provide 1st level telephonic and electronic technical support in pre-sales (product selection, application information) and post-sales (product installation, technical characteristics, technical complaints) to SE customers and partners;
• Answering incoming communications from customers on all channels (e.g. phone, email, chat) and prioritizing customers support needs;
• Ensure proper escalation to the 2nd level support or to Service Team to provide on-site support as required;
• Issue quotations in line with customer requests and required standards: cross references, configuration, mix of products in collaboration with country representatives;
• Provide support to customers for product replacement, troubleshooting and technical complaints;
• Complete documentation and follow up on all commitments and customer details;
• Actively create/modify knowledge database, review FAQs (including video FAQ's and download centers), promote usage to the customers
• Collaborate with Marketing on new product launches;
• Provide relevant product and process training to other team members;
• Proactively research and learn about new products, technologies and applications;
• Participate in the interaction centre's continuous improvement process;
• Liaise with customers, After-Sales and Marketing regarding product quality returns;
• Responsible for back-up tasks performed in other teams (technical support, generalist, lead management, etc) as required;

Qualifications

Education:

• Bachelors Degree or tertiary technical qualification in Electrical Engineering

Experience Required:

• 1 - 3 years' technical support, sales and/or customer service experience preferred;
• Previous sales experience an advantage;
• Previous call centre / customer service experience desirable;
• Basic knowledge according to the specialization in Automation, Electrical Distribution LV & MV, Home & Building Automation, Power Quality & Energy Management, UPS Systems;

Skills:

• Fluency in English
• Working electrical knowledge essential
• PC skills (Microsoft, Windows, ERPs)
• Strong verbal and written communication skills
• 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, communication and time management skills
• Ability to develop and maintain customer rapport

Schedule: Full-time

Req: 008MN5