Technical Support Engineer 1 in National Capital Reg, Philippines

at EMERSON NETWORK POWER

Industry
Engineering / Technology
Specialization
Engineering
Minimum Qualification
Bachelor's Degree
Required Experience
3 - 5 years
Employment Type
Full Time
Gender
Male or Female

Job Description

Job Description Serve as the emergency point of contact for Liebert Services customers and customer engineers. Provide a reliable interface between the customer and the field in assignment and coordination on solutions for technical issues related to the supported products. Provide basic level technical support. Assign pages, create knowledgebase cases, order parts, and dispatch Customers Engineers. Record call, engineer information and maintains ticket/case status. Process remote monitoring alarms and execute customer notification. The associate will interface with customers, customer engineers, technical support, field and corporate office associates.  
  • Serve as the emergency point of contact for Liebert Services customers and customer engineers.
  • Provide a reliable interface between the customer and the field in assignment and coordination on solutions for technical issues related to the supported products.
  • Provide basic level technical support. Assign pages, create knowledgebase cases, order parts, and dispatch Customers Engineers.
  • Record call, engineer information and maintains ticket/case status.
  • Process remote monitoring alarms and execute customer notification.
  • The associate will interface with customers, customer engineers, technical support, field and corporate office associates:
  • Log on to contact center, serve as a conduit to customer, and manage inbound calls
  • Conduct the daily call handling and dispatch process
  • Open and maintain service tickets and knowledgebase cases
  • Manage the call and escalate to Tier 1 Technical Support if warranted
  • Assign and notify the customer engineer for site visits according to established procedures including providing knowledgebase case information
  • Update service ticket assignments
  • Process incoming remote monitor and Life Alarms
  • Assist with questions on product operation, service offerings, and warranty.
  • Provide basic technical support utilizing the knowledge base and TKO to support customers, create cases and route calls efficiently
  • Work closely with Tier 1 Technical Support to expand technical skills and experience
  • Maintain a basic level of understanding of Liebert clientele and their current account status
  • Provide world class service in every interaction with customer. Create environment of exceeding expectation and driving customer loyalty
  • Use multiple tools like Interactive Intelligence, TKO, and Enterprise Business Suites concurrently
  • Manage calls with sense of urgency while providing thorough customer experience
  • Other duties as assigned

Requirements

Job Requirements
  • Associates Degree in Electrical or Industrial Engineering or equivalent technical experience
  • Ability to interpret engineering drawings, bill of material, and technical specification
  • Basic Knowledge of electrical systems and distribution as well as electronic circuit operation
  • Familiarity with UPS, Battery and power conditioning products. Knowledge of Liebert products is a plus
  • Excellent written and oral communication skills using the English language
  • Excellent customer service and telephone communications skills
  • Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
  • Self motivated and able to manage multiple issues concurrently and successfully
  • Ability to effectively present information and respond to questions from groups of managers, customers and the general public
  • Ability to perform well under pressure and manage/offer deviation from a script
  • Proficient PC skills including all Microsoft Office products and web-based technologies
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