Engineer - Customer Service - German
Job Summary
Job Description
The role involves providing technical support to customers, resolving issues related to hardware, software, communications, and installations. Responsibilities include answering emails, chats, and phone calls, troubleshooting products remotely, processing warranty claims, providing pre-sales information, and assisting with site activations. You will document all activities in a CRM platform, coordinate with the engineering team, log product bugs, and participate in training. Furthermore, you will support operational hours from 6:30 AM to 11:00 PM, seven days a week, and must be open to working on weekends. You will also professionally represent Enphase and adhere to company policies.
Must have:
- Graduate - B.E/B.Tech/BCA/B.SC IT
- Build rapport and maintain relationships with customers, peers, and managers
- Experience in fast-paced technical support or customer service.
- Strong verbal and written communication skills.
- Proficient in GERMAN - C1 Certification required.
- Computer literate (PC skills essential, Mac OS desirable)
Good to have:
- General understanding of electrical concepts, AC & DC circuits.
- Electrical or electronics background would be highly desirable.
3 skills required
Job Details
Enphase Energy is a global energy technology company and leading provider of solar, battery, and electric vehicle charging products. Founded in 2006, Enphase transformed the solar industry with our revolutionary microinverter technology, which turns sunlight into a safe, reliable, resilient, and scalable source of energy to power our lives. Today, the Enphase Energy System helps people make, use, save, and sell their own power. Enphase is also one of the fastest growing and innovative clean energy companies in the world, with approximately 68 million products installed across more than 145 countries.
We are building teams that are designing, developing, and manufacturing next-generation energy technologies and our work environment is fast-paced, fun, and full of exciting new projects.
If you are passionate about advancing a more sustainable future, this is the perfect time to join Enphase!
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.
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About The Company
Since 2021, Everyrealm has been a pioneer in virtual worlds, working across platforms, chains, and protocols to develop experiences that allow people to live their best lives online. Our team is composed of wildly divergent talents and backgrounds collaborating and using our imagination, curiosity, and work ethic to make the virtual world a better place. We come up with ideas that seem impossible. Then we make them happen.
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