Primary Technical Support

Mission:

Improve Customer Satisfaction by providing a high quality professional Primary Technical Support to SE customers, particularly regarding technical information on products (in some instances prices and discounts included), application information during the pre-sales & after sales process.

Take the ownership and ensure the customer is satisfied before closing the equest.

Assure 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 FAQ's.

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 to relevant sales people.

Responsibilities:


* Provide 1st level of technical support in pre-sales (product selection, application information) and post-sales (product installation, technical characteristics, technical complaints) telephone and electronic to SE customers and partners;



* Responsible for answering incoming communications from customers on all channels (ex: phone, email, chat) and prioritizing customer's support needs;



* Assure proper escalation to the 2nd level support when necessary or to to Service Team to provide on-site support as required;



* Issue quotations in accordance with customer requests and required standards: cross references, configuration, mix of products in cooperation with countries representatives;



* Provide support to the 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, promote their usage towards the customers (same for video FAQs and download centers)



* Collaborate with Marketing on new product launches;


* Provide relevant product and process training to other team members;


* Ongoing proactive research and learning about new products, technologies and applications;


* Participate in the interaction centre's continuous improvement process;


* Liaise between customers, After-Sales and Marketing regarding Product Quality Returns.


* Responsible for back-up (English language where local not covered) of tasks performed in other teams (technical support, generalist, Lead management, etc) when necessary



* Specific product and process related responsibilities:

o Propose FAQ from handled cases (bFO); create/contribute to Video FAQs

o Clarification of information in Company Manuals

o Make information available on the Company public WEB Site and on relevant

forums; embed all digital resources in providing service to customers

(Federated Search, mySchneider App, MySE etc)

o Participation in new product development process (Beta testing, technical proof

reading and technical suppo...