Description du poste
Our client, a leading manufacturer of electrical products, is looking for a Technical Support Representative.
Responsabilités :
- Answer all technical questions concerning the company's products by e-mail, telephone, live chat and other means.
- Diagnose and resolve installation problems reported by customers.
- Provide prompt responses to technical inquiries from field sales, customer service, distributors, homeowners, contractors, etc.
- Verify customer concerns and log tickets to meet company quality standards.
- Update appropriate systems and document all relevant data.
- Follow up technical issues with the various stakeholders.
- Identify problem trends and create tools to improve and accelerate troubleshooting.
- Receive and manage/close complaints and perform weekly follow-ups to verify updates.
- Approve requests for return equipment authorization and organize return shipments.
Exigences :
- DEP in Electricity.
- At least 2 years of experience in technical support and/or troubleshooting.
- Experience and good knowledge of how electricity works.
- Experience or knowledge of quality control methods.
- Experience with technical documentation.
- Proficient with MS Office suite.
- Bilingual.
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