Primary Technical Support with one of the following languages: Albanian, Bulgarian, Croat, Greek, Hungarian, Macedonian, Serbian, Slovenian

Employer: Schneider Electric
Domain:
  • Customer Support - Client Service
  • Engineering
  • Sales
  • Job type: full-time
    Job level: 1 - 5 years of experience
    Location:
  • BUCHAREST
  • nationwide
    Updated at: 31.10.2014
    Remote work: On-site
    Short company description

    Schneider Electric's purpose is to empower all to make the most of our energy and resources, bridging progress and sustainability for all. We call this Life Is On.

    Our mission is to be your digital partner for Sustainability and Efficiency.

    We drive digital transformation by integrating world-leading process and energy technologies, end-point to cloud connecting products, controls, software and services, across the entire lifecycle, enabling integrated company management, for homes, buildings, data centers, infrastructure and industries.

    We are the most local of global companies. We are advocates of open standards and partnership ecosystems that are passionate about our shared Meaningful Purpose, Inclusive and Empowered values.

    Recognized as the world’s most sustainable company in 2021 by Corporate Knights Global 100 Index

    Requirements

    Requirements:

    - Education: Bachelor’s Degree with 2-4 years of work experience or Post-Secondary technical school with 4-5 years of work experience
    - Fluency required in English and one of the following languages:Albanian, Bulgarian, Croat, Greek, Hungarian, Macedonian, Serbian, Slovenian
    - Minimum 3 years Technical Support, Sales and/or Customer service experience required
    - Previous Call-Centre experience desirable
    - Working electrical knowledge essential
    - Demonstrate a flair & understanding of customer support issues
    - Demonstrate flexibility and an ability to learn quickly
    - Excellent problem solving abilities and aptitude to understand and explain technical information
    - Proven ability to work towards individual and team targets
    - Excellent interpersonal, communications and time management skills
    - Ability to develop and maintain customer rapport
    - Strong verbal and written communication skills are required

    Responsibilities

    Responsibilities:

    - Provide 1st level technical support pre-sales (product selection, application information) and post-sales (product installation, technical characteristics, technical complaints) telephone and electronic to SE customers and partners
    - Assure a proper escalation to the 2nd level support team, when necessary
    - Responsible for answering incoming telephone calls, e-mails, web based tickets and prioritizing customer’s support needs
    - Escalate customer issues 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 and review FAQ’s
    - Collaborate with Marketing on new product launches
    - Provide relevant product 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

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