The primary function of the incumbent is to provide technical support for Low Voltage Power Distribution Products, including residential products (load centers, breakers, group metering and generators), dry type transformers, switching devices (safety switches, rotary switches), molded case breakers, miniature breakers and select alternative energy related products. The position would include assisting customers with product selection, troubleshooting, and application assistance received via email and chat.
"1. Responsible for answering customer emails within TAT.
2. Responsible for Handling Cross-reference requests from customers.
3. Provide Pre-sale support like product selection, product configuration, and budgetary quotes.
4. Researching, diagnosing, troubleshooting, and identifying solutions to resolve issues.
5. Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
6. Maintain and expand the product knowledge base available to all internal and external teams.
7. Refer to internal database or external resources to provide accurate tech solutions
8. Use Enterprise-wide tools, SharePoint, Share drive, etc. to address customer concerns.
9. Maintain a high level of customer satisfaction through his own work by keeping NPS/CES up to the mark.
10. Develop a healthy working relationship with the US team for effective problem resolution and guidance.
11. Prepare and maintain records, reports, etc, also update all the process trackers in real-time to get a better insight of the workload.
12. Able to conduct technical product knowledge sharing sessions to improve teams' technical capabilities.
13. Should be able to identify training required and create training plans to bridge the technical product skill gap."
