Responsible for providing first-line technical support to non-Secure Power business and their end-users. The role involves troubleshooting, providing technical guidance, and ensuring customer satisfaction. The agent will be expected to possess a strong understanding of SE’s non-Secure Power products under the Industrial Automation, Energy, Home & Distributions LOBs.

Duties and Responsibilities

 

Provide general technical support for customers, particularly regarding technical information on products,prices, discounts, and application information during the pre-sales & after sales process. Take ownership and ensure customer satisfaction before closing the request. Detect all opportunities to serve the customerwhile addressing customer support requests.

 

·  Offer selection/cross-references for products, ensuring that clients receive the most suitable options for their specific needs

·  Provide assembly and installation instructions for the products, guiding clients through the process

·  Perform configuration and commissioning of products to ensure that they are set up correctly

·  Troubleshoot hardware and software issues, providing solutions and guidance to clients

·  Test and simulate real case scenarios to identify and solve potential issues

·  Provide engineering competency, offering expert knowledge and guidance to clients and colleagues