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The Role: Advance Technical Support (Fluid Workforce)

Overview:

This position aimed to improve Customer Satisfaction by providing high-quality professional Advanced Technical Support to SE customers, particularly regarding technical information on products, and application information during the pre-sales & after-sales process. Take ownership and ensure the customer is satisfied before closing the request. Handle Escalations from Primary support & Internal Technical Teams, about application issues, product configuration issues, and product compatibility issues; manage fee-based advanced services; escalate to Expert support and R&D/Cont.Eng; provide advanced training to Primary Support, and analyze Cases.

• Propose, create and publish Technical Articles, FAQs, and Video FAQs from handled cases (bFO).
• Solve Cases requiring in-depth troubleshooting assistance and Cases where the Customer is requiring resolution for the suspected bug(s).
• Access to resolution database and use of diagnostic tools (RSD decoder, Hyperterminal, SNMP browser).
• Understand and follow the customer's complex solutions (EcoStuXure Architecture).
• Application and Environmental conditions evaluation
• Site Visits may be required. Using remote monitoring tools and advanced technics.
• Be able to propose and configure all functions according to the customer application
• Be available for inbound and outbound customer interaction received through all agreed channels (bFO case, e-mail, phone, chat, web interface. Etc... )
• Maintain the work environment, laboratory equipment, and tools at the best level to be able to simulate, replicate and understand reported customer escalations. Answer fast and trusted
• Work closely with all teams in the technical support scope: Primary and Expert support team, Internal Technical and Services Teams, and BU during case life cycle time until it is successfully resolved from a customer point of view. Communicate effectively, and collect all necessary information in case of escalation to the Expert or R&D team is necessary. Escalate on time.
• Be able to perform tests to reproduce customer behavior on demo case
• Communicate and share knowledge with other L2 engineers as well as Primary Support.
• Be able to collect information needed in case of escalation to L3
• Understand the source of the problem and evaluate its impact and the mitigation actions
• Manage fee-based advanced services
• Understand and explain type test certificates and special quality tests.
• Maintain the right Expert knowledge according to the specialization needed:
  • UPS Systems
• Occasionally provide technical training to customers

• Graduate of Bachelor of Science in Engineering (preferably in electricity, electronics, electrical engineering, automation, industrial data processing)
• 3 years of Technical Support experience in a call center environment desirable and/or 2 years of experience in the field commissioning/Service projects (on-site services etc); Have Expert knowledge according to the specialization if needed (Automation, Electrical Distribution LV & MV, Home & Building Automation, Power Quality & Energy Management, UPS Systems)
• Fluency required in English and the language of the country he/she supports
• Excellent knowledge of major operating systems (Microsoft, Unix/Linux, Novell) essential
• Familiar with big projects solutions context.
• Have advanced Digital Citizenship.
• Able to work in a multicultural environment with regional responsibilities.
• Excellent verbal and written communication skills.
• Fluent to good in English communication.
• Willing to work in Cavite on a rotating schedule.

• Schneider Electric is leading the digital transformation of energy management and automation. Our technologies enable the world to use energy in a safe, efficient and sustainable manner. We strive to promote a global economy that is both ecologically viable and highly productive.
• €36bn global revenue
• 150 000+ employees in 100+ countries
• 45% of revenue from IoT
• 5% of revenue devoted for R&D