Technical Support Customer Care Agent

Schneider Electric is the global specialist in energy management and automation. With revenues of €26.6 billion in FY2015, our 185,000 employees serve customers in over 100 countries, helping them to manage their energy and process in ways that are safe, reliable, efficient and sustainable. From the simplest of switches to complex operational systems, our technology, software and services improve the way our customers manage and automate their operations. Our connected technologies will reshape industries, transform cities and enrich lives. At Schneider Electric, we call this Life Is On. Find out more about Schneider Electric at Follow us on: twitter.com/SchneiderElec twitter.com/SE_Careers tv.schneider-electric.com Specialties Power Management, Process & Machines Management, IT Room Management, Building Management, Security Management, Industrial software design, simulation and optimisation, Industrial Automation, and Control and safety systems and instrumentation 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; Responsible for answering incoming communications from customers on all channels (e.g. phone, email, chat) and prioritizing customer's support needs; Assure 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 FAQ's (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 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 if needed (Automation, Electrical Distribution LV & MV, Home & Building Automation, Power Quality & Energy Management, UPS Systems) Qualifications Education: Bachelor's Degree or tertiary technical qualification