Spanish Primary Technical Support Engineer

Job description

Great People make Schneider Electric a great company.

Do you dream of working in a company that is driven by a meaningful purpose and that continuously creates an inclusive environment where you are empowered to do your best and be innovative?

The Role: Spanish Primary Technical Support

We are actively recruiting and interviewing for our Technical bilingual team.

What will you do?

Commercial Support

· Manage incoming customer inquiries via email and chat-related Shopping support, Order

· Management, Logistics, and Magento platform in a timely manner.

· Manage callback to customer if needed.

· Manage escalation to the relevant department or person in-country logistics
etc.

Technical Support

· Manage incoming customer inquiries via email and chat

· Manage callback if needed to secure additional information from customers

· Address customer queries in a timely manner.

· Provide support in navigating self-service tools

· Perform technical assistance and initial troubleshooting to address product and
connectivity issues and complaints.

· Provide consultation support to customer who needs to upgrade the functionality
and availability of product accessories.

· Escalate unresolved issues to Technical Support L2 and L2 (located in PH Hub) to L3 when standard troubleshooting techniques and database cannot provide
adequate solutions.

· Re-route out-of-scope cases to country[1]defined escalation path in a timely

Manner

· Actively participate in community / social
media forum sites.

Case Management

· Document all transactions via the CRM tool.

· Manage real-time case logging.

· Ensure data quality and compliance with the Quality Assurance parameters for
statistical reporting

· Supports customer surveys if necessary.

· Cases received related to out-of-scope products and process are routed back to
country.

· Concerns within scope of support but scenarios are not part of the training

conducted to the team, country to be consulted.

Desired profile

Qualifications :

Who would be successful?

EDUCATION & EXPERIENCE REQUIRED

· Candidate must possess a Bachelor's Degree preferably in Engineering (Electrical, Electronics) or equivalent experience.

· Experience in technical support role advantage

·  Must be fluent in both English and Spanish (bilingual)
·  Must possess excellent skills in listening, expression and interrelationships
·  Must be keen to details and be technically smart.
·  Must be capable in working independently and utilize sound judgement.
·  Ability to adjust quickly to reforming situations and express determination to achieve incessant improvement and excellent customer service

· Demonstrate ability to understand and explain technical information.

· Ability to solve customer problems via telephone, chat, web and email.

· Willing to work in Cavite on a rotating schedule.

What’s in it for me?

· Global family leave

· Comprehensive medical coverage for employee and dependents

· Worldwide Employee Stock Ownership

· Flexible work arrangement

· On-site gym

…and more!

Who will you report to? Operations Manager

Why us?

Schneider Electric is leading the digital transformation of energy management and automation. Our technologies enable the world to use energy in a safe, efficient and sustainable manner. We strive to promote a global economy that is both ecologically viable and highly productive.

€28.9bn global revenue

128,000+ employees in 100+ countries

45% of revenue from IoT

5% of revenue devoted for R&D

Video Link: https://youtu.be/dux6kG13QWM

Let us learn about you! Apply today.

You must submit an online application to be considered for any position with us. This position will be posted until filled.

It is the policy of Schneider Electric to provide equal employment and advancement opportunities in the areas of recruiting, hiring, training, transferring, and promoting all qualified individuals regardless of race, religion, color, gender, disability, national origin, ancestry, age, military status, sexual orientation, marital status, or any other legally protected characteristic or conduct.