Join a dynamic support team where you'll be the first line of technical assistance in helping customers and partners to resolve technical issues. This role also offers a mix of technical support in pre- and post-sales support, troubleshooting, and collaboration with cross-functional teams to ensure top-tier customer satisfaction. If you're passionate about tech and thrive in a fast-paced, customer-focused environment, this is your opportunity to make an impact.
What will you do
- Provide technical support to field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing, and debugging complex electro/mechanical equipment, computer systems, complex software, or networked and/or wireless systems.
- 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.
- Escalate calls as necessary to next level Tier support team members and Team Lead.
- Responsible for answering incoming communications from customers on all channels (ex: phone, email, chat) and prioritizing customer's support needs.
- Log all customer transactions and interactions in our Customer Relations Management System and follows up assigned cases until resolution is confirmed by the Dealer.
- Respond to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software.
- Liaise between customers, After-Sales and Marketing regarding Product Quality Returns.
- Strive towards meeting group and individual metrics and targets, including phone response, first-call resolution, customer complaints as well as individual quarterly key performance indicators.
- Participate in technical trainings.
- Perform other functions as may be assigned by the lead.
What qualifications will make you successful
- Graduate of Bachelor of Science in Engineering (preferably Electrical, Electronics, Instrumentation, Mechanical) or equivalent technical course.
- Work experience in Technical Support or Call Center
- Experience working as Technical Support, Application or Design Engineer will be an advantage.
- Have Basic knowledge according to the specialization if needed(Automation, Electrical Distribution LV & MV, Home & Building Automation, Power Quality & Energy Management, UPS Systems).
- Fluency required in English and the language of the country he/she supports.
- Excellent diagnostics capabilities, analytical skills, and able to work in a team.
- Demonstrate ability to understand and explain technical information.
- Must possess excellent skills in listening, expression, and interrelationships.
- Proficient in MS Office. Digital savvy. BFO background is a plus.
- Willing to move from one project to another when business need arise.
- Flexible and willing to work additional hours during high peak volume times.
- Candidate must be flexible to work on rotating shift schedule supporting different regions.
- Willing to work on a hybrid set up with possible shifting schedules based on assignments.
- Able to deal with dynamic situations & multiple conflicting priorities with strong ability to multitask and work in fast paced, constantly changing environment.
- Customer centric mindset and demonstrate a fair & understanding of customer support issues, flexibility, and an ability to learn quickly.
- Demonstrate a fair and understanding of customer support issues, flexibility, and an ability to learn quickly.
- Open to consider Fresh Graduate
