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Senior Technical Support Specialist
2 months ago
Objective:
Deliver exceptional Customer Experience and Satisfaction by offering professional Technical Support to existing and prospective Schneider Electric clients, particularly in the realm of Digital Buildings & Power Management.
Key Responsibilities:
Provide technical assistance in both post-sales and pre-sales scenarios by responding to incoming inquiries from clients across various channels (e.g., phone, email, chat) while prioritizing their support requirements.
Capable of establishing remote connections to assess and address customer needs.
Ensure appropriate escalation to third-level support when necessary or to the Field Service Team for on-site assistance as required, acting as a liaison between departments and the customer.
Deliver relevant product and process training to fellow team members.
Engage in continuous proactive research and learning about new products, technologies, and applications.
Initiate projects aimed at innovation and digital transformation to enhance processes and customer experience.
Qualifications:
Education:
Bachelor’s Degree with 3-5 years of professional experience.
Experience:
At least 1 year of experience in Technical Support, Sales, and/or customer service is preferred.
Skills:
Proficiency in: Knowledge of BMS (Script and Function Block programming). Familiarity with HVAC Systems (Sensors, Valves, and Actuators). Understanding of Power Meters and Power Quality. Experience with Field Bus Communications (BACnet IP, Modbus TCP/RTU, Zigbee, KNX, DALI). Knowledge of Industrial Networking (gateways, switches, and routers).
IT Skills:
Operating Systems (Windows, Linux). Database knowledge (SQL). Familiarity with Computer Software.
Language Proficiency:
Proficient in Portuguese.
Fluency:
Spanish and English (C1 level required).
Excellent verbal and written communication skills are essential.
Strong problem-solving capabilities, ability to comprehend and articulate technical information, along with interpersonal, communication, and time management skills.
Exhibit a keen understanding of customer support challenges, adaptability, and a quick learning aptitude.
Performance Metrics:
Customer Satisfaction (individual and team NSS).
Quality of case logging.
FAQs (written/video).
Training/coaching provided to colleagues or clients.
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