Customer Support Engineer - Japanese

4 Months ago • 1 Years +

Software Development & Engineering

Job Description

The Customer Support Engineer will provide technical support to customers, troubleshooting hardware, software, and communication issues. Responsibilities include answering inbound calls/emails/chats, remote troubleshooting, warranty claims, providing pre-sales information, and documenting all activities in a CRM platform. The engineer will also coordinate with the engineering team, track field issues, and participate in ongoing training. The position offers a competitive salary, bonuses, and company stock.

Good To Have:

Good interpersonal skills.
Excellent oral, written, and communication skills.
A general understanding of electrical concepts.
Exposure to solar/PV-related environments.

Must Have:

Bachelor's degree in Engineering or equivalent.
1+ year of experience in Tech/Customer Support.
Fluency in English AND Japanese is essential.

Perks:

Competitive salary.
Quarterly bonuses.
Company stocks.
Training and professional development.

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Enphase Energy is a global energy technology company and a leading provider of solar, battery, and electric vehicle charging products. Founded in 2006, our innovative microinverter technology revolutionized solar power, making it a safer, more reliable, and scalable energy source. Today, the Enphase Energy System enables users to make, use, save, and sell their own power. Enphase is also one of the most successful and innovative clean energy companies in the world, with more than 80 million products shipped across 160 countries.

Join our dynamic teams designing and developing next-gen energy technologies and help drive a sustainable future!

About the role

We are looking for a Technical Support Engineer to join our team and support customers in Bangalore-India. With our outstanding technical expertise, we at Enphase customer support are helping our customers to make the best use of their Enphase solar PV systems. The most advanced technology at Enphase allows us to monitor and control each component in the field. Industry-leading innovation and continuous learning allows us to always remain one step ahead of our installer partners and be well-equipped to provide professional support during the commissioning of new sites. The possibilities are endless, including a competitive base salary, corporate bonuses that are paid out quarterly, excellent benefits, and even company stock!

To give our customers 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 do

Enphase support teams work 24*7 and 365 days a year. The candidate will be required to answer inbound Emails / Chats / Phone calls from Enphase customers during assigned hours.
Conduct remote troubleshooting of Enphase products.
Troubleshoot, approve and execute warranty claims.
Provide pre-sales information about Enphase products.
Assist with the activation of new Enphase sites as needed.
Document all activity in a central CRM/Help Desk software platform.
Coordinate with Enphase Engineering the tracking of field issues, and subsequent product modifications or logging product bugs in a central database.
Assist other team members with troubleshooting and/or administrative tasks as needed.
Follow departmental conventions and procedures.
Participate in ongoing training/education of industry standards and Enphase product-specific information.
Professionally represent Enphase via all communications mediums.
Abide by all company policies and standards of conduct contained in the Enphase Energy employee manual.
Perform other duties as assigned.

Who you are and what you bring

Bachelor's degree in Engineering or equivalent
A minimum of 1 year experience in supporting customers in a Tech Support or Customer Support role.
Good interpersonal skills and proven ability to build rapport and establish/maintain working relationships with customers, peers, and managers.
Fluency in English AND Japanese is essential.
Excellent oral, written, and interpersonal communication skills.
Process-focused, highly organized, and comfortable in a fast-paced, results-driven environment.
Engaging, confident, and energetic telephone personality.
Computer literate (PC skills essential, Mac OS desirable).
A general understanding of electrical concepts, AC & DC circuits, electrical or electronics background - highly desirable.
Exposure to solar/PV-related environments - desired.

What we offer

A challenging position in a dynamic and rapidly growing international company in the photovoltaic industry.
Competitive salary plus additional benefits such as quarterly bonus and company stocks.
A great work environment in teams with colleagues from various countries worldwide.
Initial training, as well as continuing professional development.
Must be willing to work fully remotely.