Engineer - Customer Service - German

The Customer Service Engineer will be responsible for resolving technical issues related to hardware, software, communications, and installations. Key responsibilities include answering emails, chats, and phone calls, conducting remote troubleshooting, processing warranty claims, providing pre-sales information, assisting with site activations, documenting activities in a CRM, coordinating with engineering, and participating in training. The role requires strong interpersonal and communication skills, proficiency in German, and a general understanding of electrical concepts. The position involves working in a fast-paced environment to ensure a positive customer experience. This role will be supporting operational hours from 6:30 am – 11:00 pm, Sun to Sat and candidate must be open to working on weekends.

Must Have

• Graduate – B.E/B.Tech/BCA/B.SC IT
• Build rapport with customers, peers, and managers.
• Experience in technical support or customer service.
• Strong verbal and written communications skills.
• Proficient in GERMAN - C1 Certification required.
• Computer literate (PC skills essential, Mac OS desirable)
• General understanding of electrical concepts.

Good to Have

• Electrical or electronics background would be highly desirable.

To give our customer the best experience and quick resolution. You will be responsible for professional and timely resolution or referral of technical issues that may involve hardware, software, communications, installation, or a blend of variables.  

  What you will be doing 

• Answering inbound Emails / Chats / Phone calls to the Customer Support queue during assigned hours.
• Conducting remote troubleshooting of Enphase products.
• Troubleshooting, approving, and executing warranty claims.
• Providing pre-sales information about Enphase products.
• Assisting with the activation of new Enphase sites as needed.
• Documenting all activity in a central CRM/Help Desk software platform.
• Coordinating with Enphase Engineering with tracking of field-issues, and subsequent product-modifications, logging product bugs in a central database. Assisting other team members with troubleshooting and/or administrative tasks as needed.
• Participating in ongoing training/education of industry standards and Enphase product-specific information.
• Assist other team members with troubleshooting and/or administrative tasks as needed.
• Following departmental conventions and procedures.
• Professionally represent Enphase via all communications mediums.
• Abiding by all company policies and standards of conduct contained in the Enphase Energy employee-manual.
• Performing other duties as assigned.
• Support operational hours (India team) are: 6:30 am – 11:00 pm, Sun to Sat. Start and finish times for team members are adjusted to cover non-stop customer support across 7 days. The candidate must be open to working on weekends.

Who you are and what you bring

• Should be a Graduate – B.E/B.Tech/BCA/B.SC IT
• Interpersonal skills and proven ability to build rapport and establish/keep working relationships with customers, peers, and managers.
• Experience working in a fast-paced technical support or customer service position.
• Strong verbal and written communications skills.
• Proficient in GERMAN - C1 Certification required. 
• Computer literate (PC skills essential, Mac OS desirable)
• General understanding of electrical concepts, AC & DC circuits, electrical or electronics background would be highly desirable.