Eaton Jobs

What you’ll do:

The Eaton Digital Office team is accelerating advancement of its Brightlayer software suite and is scaling plans to implement the software solutions to customers worldwide. The software technology is designed to help manage, monitor and control facility, IT and security devices along with management of key resources such as power, space and cooling in our customer computing environments. This software supports creation models for the components of network rack for users.

As an Associate Technical Support Engineer, your primary role is to provide pre-sale and post-sale technical support for model requests. This role involves managing customers, partners, and users in the Salesforce support portal, and developing and modifying digital products in response to logged issues. It requires managing tickets based on urgency and metrics, supporting configuration requests, and identifying product issues. The role also involves engaging with customers for product enhancements, resolving open issues, and maintaining regular communication with stakeholders. A basic understanding of drawing requirements and 3D drawings is needed. The role also focuses on enhancing team performance, improving training materials, and driving process improvements.

1. Manage customers, partners and users in the Salesforce support portal application

2. Develop, modify digital products while responding to logged issues within stated SLA for each customer.

3. Manage tickets based on urgency and metrics for First Response, Issue Aging and Mean Time to Resolve.

4. Support configuration requests, Model identification, port identification, communication protocols, networks.

5. Managing activity with data validation, consolidation of information and creating model on that basis.

6. Understand and identify issues associated with products to find the right support resources internally.

7. Engage effectively with customers to gather suggestions for product enhancements and recommend them to development team.

8. Engage customers, partners and internal resources to resolve open issues in accordance with committed customer or partner timelines.

9. Basic Understanding of the drawing requirements, 3D drawings and dimensions.

10.Regular and transparent communication while reporting the number of requests and status to the stakeholder

11. Communicate with business partner for getting support on drawing parts.

12. Enhance team performance by brainstorming and implementing ideas to drive process improvements.

13. Improve training material and keep updating as per process change.

Qualifications:

• Bachelor’s degree in Computer Science/ ENTC/Electrical

• 2+ years of experience in a software/technical support specialist or a related role

• 2+ years of experience in customer facing software support roles with a proven track record of delivering high quality customer service with a diverse set of customers and partners.

Skills:

Strong Microsoft Excel skills to manage bulk imports and configurations.

Familiar with Concepts- Networking, Communication Protocols, Ports and connections

Basic knowledge of Autocad and design concepts - mechanical & electrical drawings

Basic networking skills for troubleshooting communications, connections, architecture of software plus hardware solutions.

Desired:

Experience in Autocad or any other drawing tools

Experience with Salesforce Service module for technical support case management"

1.Excellent verbal communication skill and technical writing capabilities in English.

2.Strong self-learning abilities.

3. Extremely reliable and dependable for work assignments.

4. Work well with support team, QA teatm and development team members.

5.Have good communication skills and teamwork spirit, strong sense of responsibility and enterprising spirit, care about the development direction and details of products.

6. Ability to calmly manage customer escalations and urgent issues to closure.

7. Strong capability to balance evolving task priorities to address open items for competing requests.

8. Deliver customer facing services with a strong focus on end user customer satisfaction.

9. Commitment to the technical support role with a positive attitude towards issue resolution and high level of energy during interactions with customers.

10. Strong interpersonal and relationship building skills

11. Pursues everything with the drive to accomplish objectives; is proactive

12. Actively seeks new ways to grow and be challenged

13. Promotes teamwork and works across organizational boundaries to deliver results ethically

14. Acts with integrity, makes and keeps commitments by holding self and others accountable

15. Takes initiative to develop both personally and professionally.

16. Strong analytical and problem solving skills.

17. Organized, detail-oriented and ability to manage multiple priorities