SolarEdge is a global leader in smart energy technology. SolarEdge creates smart energy solutions that power our lives and drive future progress. SolarEdge developed an intelligent inverter solution that changed the way power is harvested and managed in photovoltaic (PV) systems. SolarEdge addresses a broad range of energy market segments through its PV, storage, EV charging, batteries, UPS, and grid services solutions.
*Based in Bangalore*
What will you be doing?
Proactive monitoring and escalation of support service to VIP/Category customers and selected customers
Resolve service escalations in the shortest amount of time and most efficiently and effectively
Perform account service level analytics to help maintain service levels and align priorities and strategies.
Provide support in the troubleshooting and diagnosis of grid tie solar inverter issues encountered in the
installation and start up products by using general knowledge, product schematics, data stored in
knowledgebase, and other sources of information available.
Provide updates to knowledge database used by other technical support representatives with new
troubleshooting information discovered in the resolution of customer calls.
Manage the monitoring database of customer installations.
Document all activities in ticketing system and other database software platforms.
Interpreting data, analyzing results using statistical techniques and presenting it to the management
Directly escalate and act as focal point to, Support, teams.
Act as a customer service advocate to deliver required results.
Job Requirements
At least two years of experience in professional customer service and in technical helpline or remote support
Experience with Solar PV products’ Installation, commissioning or Maintenance.
Strong analytical skills with the ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy
Exceptional listening and questioning skills
Outstanding verbal and written communications skills in English
Ability to multitask in a very fast-paced environment
Experience working for an international organization is preferred
Ability to work in shifts.
Adept at queries, report writing and presenting findings
Excellent interpersonal skills and proven ability to build rapport and establish/keep working relationships with customers, peers and managers