In this Role, Your Responsibilities Will Be:
Creates and routes technical issues for all customers
Handle inbound technical support requests (Phone, Email, Web). Validates customer entitlements and approves exceptions for unentitled customers. Dispatch out-of-TSR scope technical issues to the appropriate support group. Create and manage customer data records within our applications to ensure proper data integrity.Resolves technical issues for customers across all account tiers
Resolves customers’ single incidents during activation, installation, implementation, and/or maintenance of TSR-supported issues. Escalate technical issues internally to the appropriate support group while maintaining ownership of customer interaction.Captures and documents knowledge to enable self-service resolution
Learns and adopts Knowledge-Centered Service (KCS) methodology. Enables customers to self-serve by creating and editing Knowledge-based articles.
Who You Are: You build and deliver solutions that meet customer expectations. You scan the environment for new technical skills, knowledge, or capabilities that can benefit business or personal performance.You credit others for their contributions and accomplishments.
For This Role, You Will Need:
Technician-level education in engineering or a science-related field, such as IT, electronic engineering, automotive, manufacturing support, or other. Alternatively, currently pursuing a Bachelor's degree in an engineering or science-related field OR having 1+ year of experience working in a Technical Support position. Intermediate or advanced German and English level, oral and written French skill is an advantage Preferred Qualifications that Set You Apart: Communication – Conveying information and ideas clearly and concisely to individuals. Problem Solver –Responds quickly to resolve customer problems; integrates information from disparate sources to identify underlying causes and find creative solutions; keeps customers informed and provides feedback on actions taken. Assimilates Information quickly - Readily absorbs and comprehends new information from formal and informal learning experiences; quickly sizes up new situations or information and isolates the most important elements.Our Offer To You:
At Emerson, we are committed to fostering a culture where every employee is valued and respected for their unique experiences and perspectives. We believe a diverse and inclusive work environment contributes to the rich exchange of ideas and diversity of thoughts, that inspire innovation and brings the best solutions to our customers. We’re emphasizing a culture of togetherness – one that builds community, prioritizes collaboration and continuous improvement.
The philosophy is fundamental to living our company’s values and our responsibility to leave the world in a better place. Learn more about our Culture & Values and about Diversity, Equity, & Inclusion at Emerson.
Moreover, our global volunteer employee resource groups will empower you to connect with peers that share the same interest, promote diversity and inclusion and positively contribute to communities around us.
We understand the importance of work-life balance and are dedicated to supporting our employees' personal and professional needs. From competitive benefits plans and comprehensive medical care to equitable opportunities for growth and development we strive to create a workplace that is supportive and rewarding. Our work schedule aims at creating new levels of growth, build a stronger community and provide greater professional development for our employees.
Make this great opportunity yours!