APC/UPS Technical Support Specialist

Job Description

Key Responsibilities 1. Technical Support: Provide Level 2 and Level 3 technical support to customers, partners, and internal teams on APC and UPS products and solutions via phone, email, chat, and ticketing systems. 2. Troubleshooting: Troubleshoot and resolve technical issues related to APC and UPS products, including UPS systems, power distribution units, and cooling solutions. 3. Issue Resolution: Collaborate with internal teams, including engineering and development, to resolve complex technical issues. 4. Knowledge Management: Develop and maintain technical documentation, including knowledge base articles, FAQs, and troubleshooting guides. 5. Customer Communication: Communicate technical information to customers, providing timely updates on issue resolution and product maintenance. 6. Product Feedback: Provide feedback to product development teams on customer issues, product improvements, and new feature requests. 7. Training and Development: Participate in training and development programs to enhance technical skills and knowledge. Candidate profile : 1. Education: Bachelor's degree in Electrical Engineering, Computer Science, or a related field. 2. Experience: 5+ years of experience in technical support, preferably in the APC and UPS industry. 3. Technical Skills: Strong technical knowledge of APC and UPS products, including UPS systems, power distribution units, and cooling solutions. 4. Certifications: Relevant certifications, such as APC Certified Design and Specification Professional or APC Certified Installation and Commissioning Professional. 5. Communication Skills: Excellent written and verbal communication skills, with the ability to communicate technical information to non-technical stakeholders. 6. Hands on or technical support) , Experience in Schneider products , Experience in APC products , Experience in Smart products , Experience in Galaxy products , Experience in Symmetra products