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The Role: French Technical Support Engineer

We are actively recruiting and interviewing for future positions in Technical Team.

This position supports the Customer Care Center Manager in handling all post-sales and pre-sales support, customer service and inquiries, and requests by all customers. This person is required to coordinate with key internal parties to ensure that customer service request is handled in a timely manner by providing product information, needs, and technical support effectively.

• To perform Technical Assistance with all internal and external customers for all of Schneider's Business Entities focused on Home and Distribution products. Support for other divisions including IT & Buildings, Industry, LV/MV , and all other applications at entry level.
• Initial troubleshooting and support of Products by Schneider
• To do technical service proposals to existing & prospected clients.
• Escalating problems to Technical Support Level 2 & Tiger Team when standard troubleshooting techniques and databases cannot provide an adequate solution.
• Product Testing / Evaluation of all Products with Quality Issues.
• Conduct training for Technical Services
• Entering all incoming call records in the call tracking system such as bFO Salesforce.
• Issuing replacements and following up on the fulfillment of the swap program with a Service Partner.
• Working with Network Sales Engineer and Field Service Engineering if on-site troubleshooting is required.
• Dispatching a Field Service Engineer or its Service Partner for unscheduled on-site services.
• Providing consultation to a Schneider customer who needs to upgrade the functionality and availability of their networks using other Schneider accessories, software, and services.
• Assisting in the upkeep of the local technical support lab and providing enhancements when required.
• Assisting in the troubleshooting of customer problems by replicating problems in the lab environment.
• Encourage our customers to use Live Agent Chat/support tools as much as possible, and guide the customer to use a self-service knowledge base.

1. Education: Bachelor's Degree graduate in Electrical, Electronics, Automation, Industrial Data Processing.
2. Languages: French and English - fluent
3. Experience:

• Candidate must possess a 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 BGC and Cavite (from time to time) on a rotating schedule.

• Global family leave
• Comprehensive medical coverage for employee and dependents
• Worldwide Employee Stock Ownership
• Flexible work arrangement
• On-site gym