Engineer - Customer Service - German

1 Month ago • All levels • Administrative

About the job

Summary

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Description

Our mission at Enphase Energy is to advance a sustainable future for all. Today, our intelligent microinverters, which turn sunlight into an affordable, safe, reliable, and scalable source of energy, work with virtually every solar panel made, and when paired with our award-winning smart battery technology, we engineer one of the industry's best-performing clean energy systems. To date, we have installed more than 48 million microinverters on more than 2.5 million systems across 140 countries and well over 50 thousand homes use our energy storage products.

Like our customers, our innovative teams are also worldwide, making Enphase Energy a truly global company. We are one of the fastest growing and most dynamic energy companies in the world. Nimble and acutely focused on developing ground-breaking solar energy management technology, each of our teams has a shared goal of creating a carbon-free future.

Do you want to help change the world? Learn more about the role:

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
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.
Computer literate (PC skills essential, Mac OS desirable)
General understanding of electrical concepts, AC & DC circuits, electrical or electronics background would be highly desirable.