Technical Support Coordinator

Eaton is an intelligent power management company dedicated to improving the quality of life and protecting the environment for people everywhere. The Power Quality (PQ) division at Eaton Electrical provides power management solutions including uninterruptable power supplies (UPS's), surge protective devices, power distribution units (PDU's), remote monitoring, software, power factor correction, airflow management, rack enclosures and services. We strive for continued success in leveraging technical innovation to develop next-generation solutions.

As part of our Power Quality (PQ) division at Eaton Electrical, we are looking to hire a Technical Helpdesk Coordinator to provide superior customer service across all Eaton customers. Our products and solutions include UPS (uninterruptible power supplies), data centre infrastructure management software (DCIM), surge protection, power conditioning, power distribution units (PDU) and data centre racking infrastructure. The successful candidate will be required to provide full cycle of service requests and enquires to ensure outstanding customer satisfaction.

What you'll do:

• Provide superior first level contact in answering phone calls and emails from customers and convey resolutions to customer issues.
• Properly escalate unresolved queries to the next level of support.
• Track, route and redirect problems to correct resources.
• Update customer data and produce activity reports.
• Walk customers through problem solving process.
• Process the warranty request from customer by working with warehouse and customer service team to address the warranty request.
• Develop strong relationships with all customers and internal stakeholders.
• Develop sound knowledge of Eaton products and services to provide great technical customer service experience.

Qualifications:

• Previous experience in a technical customer service or support role preferably in engineering or similar such as IT, telco, utilities and or mining.
• Excellent verbal and written communication skills
• Strong attention to detail and managing conflicting deadlines.
• Advanced Microsoft Office Suite and experience with SAP or Oracle advantageous

What We Offer:

• On-site parking
• Competitive salary with access to bonus scheme
• Inclusive working environment
• Volunteer days
• Outstanding training and development programs for both professional and personal development

We are committed to ensuring equal employment opportunities for all job applicants and employees. Our recruitment processes encourage diversity by utilising a balanced selection criteria regardless of the applicants age, gender, gender identity, ethnicity, religion, sexual orientation, or any other status protected or required by law. Eaton prides itself in truly representing the people within our communities.

If this sounds like you, please send through your application. We look forward to hearing from you!