IT Customer Support Agent

Job description

Schneider Electric™ creates connected technologies that reshape industries, transform cities and enrich lives. Our 160,000 employees thrive in more than 100 countries. From the simplest of switches to complex operational systems, our technology, software and services improve the way our customers manage and automate their operations. Help us deliver solutions that ensure Life Is On everywhere, for everyone and at every moment: https://youtu.be/NlLJMv1Y7Hk .

Great people make Schneider Electric a great company.

Schneider Electric is looking for exceptional individuals to join our team located in Monterrey Mexico to provide Technical Support for our new North American quotation system. Using the Salesforce platform, you will support internal users, assist with defect identification and resolution, participate in User Acceptance Tests and collaborate on various continuous improvement activities. This position is an IT Application Service Desk position with support being provided over the phone, email, and chat.

What do you get to do in this position?

· Provide technical application support for the SE Advantage tool (built on Salesforce framework) to internal and external users

· Deliver information to improve and enhance customer experience

· Develop and review knowledge documentation including white papers, troubleshooting guides and knowledge articles

· Collaborate with internal functions such as Marketing, Engineering, Sales, and Quality

· Advocate for customers to seek a suitable solution or work around that meets the needs of the customer.

Desired profile

Qualifications :

Qualifications

This job might be for you if:

Requirements :

· Excellent verbal and written English communication skills

· Exhibit excellent problem solving skills, interpersonal and organizational communication skills, and proficiency in a multitude of software platforms

· Ability to work in a dynamic, global environment and have a high level of aptitude and interest in technology

· Ability to interact with users/IT support from geographically diverse locations

· Passion for providing phenomenal customer service

· Desire to master customer and technical skills in a customer centric environment

· Effective time-management skills and the ability to prioritize work assignments to meet deadlines

· Strong team player (willing to do other functions as needed)

· At least an Associate's Degree (or other technical degree) in Computer Science, Technology or related discipline; Bachelors preferred

Preferred :

· Knowledge of product configuration, pricing, approvals and quoting business processes

· Experience providing support to business users and translate the needs to the IT teams for resolution

· Business Analyst /Super User experience in CRM implementation

· Understanding of SDLC methodologies (Agile, SCRUM, other)

· Experience documenting test results and resolving defects based on priority

· Experience in writing test scenarios, test cases and test scripts and executing the scripts using automated tools.