Primary Technical Support Engineer with Romanian

Employer: Schneider Electric
Domain:
  • Customer Support - Client Service
  • Job type: full-time
    Job level: 0 - 1 years of experience
    Location:
  • BUCHAREST
  • Updated at: 02.02.2023

    What will you do?

    • Provide 1st level of technical support in pre-sales (product selection, application information) and post-sales (product installation, technical characteristics, technical complaints) to SE customers and partners from Romania & Moldova.
    • Ensure a proper escalation to the 2nd level support when necessary;
    • Back-up for Commercial Customer Support role (logistics)
    • Responsible for back-up (English language) of tasks performed in the CCC (technical support, generalist, Lead management, etc) 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, a 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 FAQs;
    • 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 center’s continuous improvement process;
    • Liaise between customers, After-Sales, and Marketing regarding Product Quality Returns.
    What qualifications will make you successful? 
    • Education: Bachelor’s Degree or Post-Secondary in electrical/engineering
    • Minimum 1-year Technical Support, Sales and/or customer service experience preferred;
    • Fluent in English;
    • Previous phone interaction experience is desirable;
    • 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;
    • 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.
    What's in it for me?
    • Flexible work schedule and home-office options (hybrid);
    • A wide range of benefits: Bookster, Wellington platform, Meal tickets, discounts at several partners;
    • Medical & healthcare options: Private medical subscription; Life insurance;
    • Mental healthcare: Employee Assistance Program (24/7 online counseling)
    • One day off to celebrate your birthday with your beloved ones;
    • Hands-on training and access to our technical labs;
    • Development Plan through Career path and coaching;
    • Open Talent Market - a platform where you can easily find your next challenge, an exciting project, or a cool mentor;
    • Sustainability is at the heart of what we do, who we are, and what we believe in;
    • Exposure to a multicultural and dynamic environment;
    • Diversity and Inclusion – an integral part of the company's history, culture, and identity.