Job Details
Skills And Tools:
Job Description
Mission:
Improve Customer Satisfaction by providing a high quality professional Advanced Technical Support to SE customers, particularly regarding technical information on products, application information during the pre-sales & after-sales process. Take the ownership and ensure the customer is satisfied before closing the request. Handle Escalations from Primary support & Internal Technical Teams, about applications issues, product configuration issues, product compatibility issues; manage fee-based advanced services; escalate to Expert support and R&D/Cont.Eng; provide advanced training to Primary Support, analyze Cases, Create and Manage Knowledge base.
Responsibilities:
- Propose, create and publish Technical Articles, FAQs and Video FAQs from handled cases (bFO).
- Solve Cases requiring in-depth troubleshooting assistance and Cases where Customer is requiring resolution for suspected bug(s).
- Access to resolution database and use of diagnostic tools (RSD decoder, Hyperterminal, SNMP browser).
- Application and Environmental conditions evaluation
- Site Visit may be required. Using remote monitoring tools and advanced technics.
- Be able to propose and configure all functions according to the customer application
- Be able to perform tests to reproduce customer behavior on demo case
- Communicate and share knowledge with other L2 engineers as well as Primary Support.
- Be able to collect information needed in case of escalation to L3
- Understand the source of the quality problem
- Understand and explain type test certificates and special quality tests.
- Maintain the right Expert knowledge according to the specialization needed:
- UPS Systems
- Data center, Cooling systems, and
Job Requirements
Key Performance Indicators:
- Customer Satisfaction (individual and team NSS)
- Complaint Management: Customer Major Issue, Business Risk Escalation, Customer Safety Issue, Offer Safety Alert
- FAQs (written/video) - KCS Maturity, Linked FAQ to cases, New/Up-dated FAQs, video FAQs created and published
- Federated Search adoption
- Training/coaching provided to colleagues (quality and quantity)
Qualifications
Education:
- Engineers in electricity, electronics, electrical engineering, automation, industrial data processing
Experience:
- 3 years Technical Support experience in a call centre environment desirable and/or 2 years of experience in the field commissioning projects (on site services etc); Have Expert knowledge in Data centers, Cooling systems, and
Skills:
- Fluency required in English, French is a plus.
- Excellent knowledge of major operating systems (Microsoft, Unix/Linux, Novell) essential
- Strong verbal and written communication skills are required
- Demonstrate a flair & understanding of customer support issues, flexibility and an ability to learn quickly;
- Excellent problem solving abilities, aptitude to understand and explain technical information, interpersonal, communications and time management skills;
- Ability to develop and maintain customer rapport;
- Good coaching and presentation skills desired.
- Strong experience in SE Products and Solutions
