Technical Service Engineer – Tier 1

What you’ll be doing in this position:• Act as the first point of contact, interacting with customers using multiple support channels (phone, email, chat, CRM)• Provide technical support, troubleshooting and diagnosis f our products (inverters, optimizers, monitoring portal etc.) By using vast knowledge – product schematics, data stored in knowledgebase and other sources of information• Document all information and activities and upload it into the CRM• Resolve technical issues usin our tools (according to permission level)• Escalate unresolved cases to the relevant tiers• Work with Customer Service Logistics to validate authorization for the release of parts needed to resolve problems encountered by customers• Participate in team meetings and collaboratively work with overseas colleagues to resolve customer complaints.
Professional Requirements:• Education: Electrical Engineer or Practical Engineer• Experience with professional customer service in technical helpline or remote support – an advantage• Experience with Photovoltaic systems- an advantage
Additional Skills:• Excellent interpersonal skills and proven ability to build a rapport, maintain great working relationships with customers, peers and managers• Multitasker in a very fast-paced environment• Self-motivated with the ability to take initiatives, resolve problems and lead tasks• Good understanding of Microsoft Office products and able to adapt to other computer systems quickly, utilize them efficiently while on the phone with a caller• A true Team player• Willingness to work long hours when needed• Willingness to travel abroad (Optional requirement for specific regions)