Schneider Electric Technical Support Engineer in Cavite, Philippines

This position supports the Customer Care Centre Manager in handling all post-sales and pre-sales support, customer service and enquiries, and requests by all customers within the ASEAN / APJ region. This person is required to coordinate with key internal parties to ensure that customer service request is handled in a timely manner by providing product information, needs and technical support effectively.

  • Initial troubleshooting and support of APC hardware, software & accessories

  • Escalating problems to Technical Support Level 2 & Tiger Team when standard troubleshooting techniques and databases cannot provide an adequate solution.

  • Entering all incoming calls records in the call tracking system such as Intouch

  • Issuing RMA and following up the fulfillment of swap program with a Service Partner.

  • Working with Network Sales Engineer and Field Service Engineering if on-site troubleshooting is required.

  • Dispatching a Field Service Engineer either from APC or its Service Partner for AGS unscheduled on-site services.

  • Providing a consultation to an APC customer who needs to upgrade the functionality and availability of their networks using APC accessories, software and services.

  • Assisting in the upkeep of the local technical support lab and provide enhancements when required.

  • Assisting in the troubleshooting of customer problems by replicating problems in the lab environment.

  • Encourage our customers to use RNS eSupport tools as much as possible, and guide the customer to use self-service knowledge base.

  • Candidate must possess a Bachelor's Degree preferably in Engineering (EE, ECE, CPE) or equivalent experience.

  • With at least 3 years of working experience in the related field specializing in Technical & Helpdesk Support or equivalent from a Call Center environment.

  • Experience / Knowledge of personal computers required.

  • Experience with network operating systems preferred.

  • Demonstrated ability to understand and explain technical information.

  • Ability to solve customer problems via telephone.

  • Excellent verbal and written communication skills.

  • Fluent in English communication.

  • Willing to work in Cavite on day shift.

Primary Location: PH-40-Cavite

Schedule: Full-time

Unposting Date: Sep 1, 2017, 11:59:00 PM

Req ID: 003OTF