As a Technical Support Engineer you will provide technical remote support for power and connectivity related equipment, including charging solutions, UPS systems, digital signage solutions, network switches, and cooling solutions. Includes assisting customers with troubleshooting, diagnosis and application assistance received via phone, and chat. 

Calls range from basic and routine to moderately complex requiring long term troubleshooting and follow-up.

The Technical Support Engineer will respond to customer inquiries by following troubleshooting steps, referring to published materials, secondary sources, or seeking assistance from senior staff. Must keep detailed records of inquiries, complaints, and comments, as well as actions taken using various technologies available. Technical aptitude is essential.

In this function you will:

• Provide post-sales technical support to customers including troubleshooting, investigating, and resolving technical problems that arise during and after product installation on a large variety of power protection and data center products.
• Accurately document service request activities and troubleshooting steps
• Effectively communicate product value proposition and product line strategies
• Assist the team in improving business processes and electronic tools.
• Serve on special teams and work on projects to enhance team performance and customer satisfaction.
•  Help the team meet or exceed team metrics, ability to accomplish complex tasks utilizing a variety of resources.
• Leverage information to provide professional customer support.

QUALIFICATIONS

• Engineering degree (Electrical, mechatronic, industrial, power management or related)
•  Minimum 3 years of customer interaction experience on a remote support role (Electrical components such as charging solutions, UPS systems, digital signage solutions, network switches, and cooling solutions)
• Fully Billingual (English/Spanish)
• Experience in call handling (Desirable) 

SKILLS:

• Desirable software experience:Salesforce
• Strong communication skills.
• Drive for results
• Makes Decisions & Solves Problems
• Promotes and Champions Change
• Business Acumen