APC / UPS Technical Support Specialist

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