General IT User Support

The SE Advantage Support L1 role serves as the first point of contact for users of the SE Advantage platform, providing customer-focused assistance across registration, quoting, order management, and system navigation. This position is essential for ensuring smooth platform operations, resolving common issues, and escalating complex cases as needed.
🔧 Key Responsibilities
User & Technical Support

• Provide first‑level support to SE Advantage users across North America.
• Handle inquiries via email, chat, and phone, including registration, account access, and quoting support.
• Diagnose and resolve basic hardware, software, and networking issues related to the platform.
• Guide users through processes such as creating quotes, navigating product catalogs, and managing orders.
• Walk customers through application use and troubleshooting steps.

Case and Documentation Management

• Create, document, and track support cases using internal ticketing tools.
• Maintain knowledge base and documentation repositories for internal and external use.
• Follow up with users to ensure full resolution of issues.

Escalation & Collaboration

• Escalate complex issues to L2/L3 technical teams or engineering when appropriate.
• Collaborate with internal engineers, customer experience teams, and cross‑functional groups to improve overall service quality.

Platform Operations

• Assist with user account creation, management, and profile maintenance.
• Monitor platform status and report common trends or system issues to management.
• Support the maintenance of quoting templates, product configurations, and platform updates as guided by L2 teams.

🧠 Required Skills & Competencies
Technical Skills

• Basic understanding of IT concepts, troubleshooting, and support workflows.
• Familiarity with remote desktop tools, ticketing systems (e.g., Jira/ServiceNow), and customer support platforms.
• Strong analytical and problem‑solving capability.

Soft Skills

• Excellent written and verbal communication skills.
• Strong customer service orientation and patience when guiding users through tasks.
• Ability to remain organized, manage multiple inquiries, and follow structured processes.
• Proactive, detail‑oriented, and capable of working within a dynamic, global environment.

🎓 Qualifications

• High school diploma required; Associate or Bachelor's degree in IT is a plus.
• Previous experience in IT support or customer service preferred.
• Advanced English proficiency (written and spoken).
• Understanding of basic networking, Windows/Linux environments is desirable.
  Salesforce knowledge
  SAP basic knowledge

Let us learn about you! Apply today.

Looking to make an IMPACT with your career?

When you are thinking about joining a new team, culture matters. At Schneider Electric, our values and behaviors are the foundation for creating a great culture to support business success. We believe that our IMPACT values - Inclusion, Mastery, Purpose, Action, Curiosity, Teamwork - starts with us.

IMPACT is also your invitation to join Schneider Electric where you can contribute to turning sustainability ambition into actions, no matter what role you play. It is a call to connect your career with the ambition of achieving a more resilient, efficient, and sustainable world.

We are looking for IMPACT Makers; exceptional people who turn sustainability ambitions into actions at the intersection of automation, electrification, and digitization. We celebrate IMPACT Makers and believe everyone has the potential to be one.

Become an IMPACT Maker with Schneider Electric - apply today!

36 billion global revenue
+13% organic growth
150 000+ employees in 100+ countries
#1 on the Global 100 World's most sustainable corporations

You must submit an online application to be considered for any position with us. This position will be posted until filled.

Schneider Electric aspires to be the most inclusive and caring company in the world, by providing equitable opportunities to everyone, everywhere, and ensuring all employees feel uniquely valued and safe to contribute their best. We mirror the diversity of the communities in which we operate, and 'inclusion' is one of our core values. We believe our differences make us stronger as a company and as individuals and we are committed to championing inclusivity in everything we do.

At Schneider Electric, we uphold the highest standards of ethics and compliance, and we believe that trust is a foundational value. Our Trust Charter is our Code of Conduct and demonstrates our commitment to ethics, safety, sustainability, quality and cybersecurity, underpinning every aspect of our business and our willingness to behave and respond respectfully and in good faith to all our stakeholders. You can find out more about our Trust Charter here

Schneider Electric is an Equal Opportunity Employer. It is our policy to provide equal employment and advancement opportunities in the areas of recruiting, hiring, training, transferring, and promoting all qualified individuals regardless of race, religion, color, gender, disability, national origin, ancestry, age, military status, sexual orientation, marital status, or any other legally protected characteristic or conduct.

Client-provided location(s): Monterrey, Mexico

Job ID: Schneider_Electric-https://careers.se.com/jobs/112557?lang=en-us

Employment Type: FULL_TIME

Posted: 2026-03-30T19:00:15