After Hours Coordinator

Great People make Schneider Electric a great company.

Do you dream of working in a company that is driven by a meaningful purpose and that continuously creates an inclusive environment where you are empowered to do your best and be innovative? The Role: Primary Technical Support
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.What will you do?
ESSENTIAL FUNCTIONS:
• 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 (Secure Power) 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.

Qualifications

Who would be successful?EDUCATION & EXPERIENCE REQUIRED• Candidate must possess a Bachelor's Degree preferably in Engineering (EE, ECE) or equivalent experience.

Minimum C1 in Language Assessment for Bilingual / MultilingualPreferably 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 ...