Lead, Platform Support Engineer

Schneider Electric is seeking a dedicated and experienced Customer Support Team Lead to join our dynamic team. As the ideal candidate, you should possess a strong background in customer service, exceptional leadership skills, and a genuine passion for assisting others. In this role, you will be responsible for overseeing the daily operations of the customer support team, ensuring that our customers receive the highest level of service. Your duties will involve collaborating with various departments to address customer issues, developing and implementing support strategies, and continuously enhancing our support processes. Additionally, you will be involved in training and mentoring team members, monitoring performance metrics, and providing constructive feedback to help the team achieve their objectives. The successful applicant will be a proactive problem solver with excellent communication abilities and the capacity to thrive in a fast-paced environment. If you are a motivated individual dedicated to excellence and eager to create a positive impact, we encourage you to apply. Responsibilities - Oversee the daily operations of the customer support team. - Ensure exceptional customer satisfaction through top-notch service. - Develop and implement effective support strategies and processes. - Train, mentor, and offer feedback to team members. - Monitor performance metrics and pinpoint areas for enhancement. - Collaborate with other departments to resolve customer issues. - Handle escalated customer complaints and provide suitable solutions. - Maintain up-to-date knowledge of company products and services. - Prepare and present regular reports on team performance. - Foster a positive and productive team environment. - Ensure compliance with company policies and procedures. - Identify and address training needs within the team. - Implement and manage customer support tools and technologies. - Conduct regular team meetings and one-on-one sessions. - Develop and maintain customer support documentation. - Assist in the recruitment and onboarding of new team members. - Stay informed about industry trends and best practices. - Manage team schedules and workload distribution. - Coordinate with the quality assurance team to uphold service standards. - Promote a customer-centric culture within the team. Qualifications Requirements - Bachelor's degree in a related field or equivalent experience. - Minimum of 5 years of experience in customer support or a similar role. - Knowledge of Service Now to manage tickets is mandatory. - Knowledge of Portfolio Management domain is a plus. - Proven leadership and team management skills. - Working experience with international teams is essential. - Excellent communication and interpersonal skills. - Strong problem-solving and conflict resolution abilities. - Ability to thrive in a fast-paced environment. - Proficiency in customer support software and tools. - Strong organizational and time management skills. - Ability to handle multiple tasks and prioritize effectively. - Experience in developing and implementing support strategies. - Knowledge of performance metrics and reporting. - Ability to train and mentor team members. - Strong attention to detail and accuracy. - Customer-focused mindset with a commitment to excellence. - Ability to work independently and as part of a team. - Experience in handling escalated customer complaints. - Ability to remain calm under pressure. - Strong analytical and decision-making skills. - Proficiency in Microsoft Office Suite. - Ability to speak French is a plus. Schneider Electric creates connected technologies that reshape industries, transform cities, and enrich lives. With 144,000 employees thriving in over 100 countries, we deliver solutions that ensure Life Is On everywhere, for everyone, and at every moment. Our company values diverse perspectives, continuous learning, and customer-centricity. We are committed to fostering an inclusive culture that recognizes the value of diversity in all its forms. If you are passionate about success and interested in joining a great team, we welcome your application. Schedule: Full-time Req: 0093SF,