Service Support Specialist

4 weeks ago


Bengaluru, Karnataka, India Enphase Full time

Join Enphase Energy and Shape a Sustainable Future

As a Customer Service and Support Specialist in German, you will be a key member of our international team, providing top-notch technical support to our customers worldwide.

Key Responsibilities:

  • Answer inbound emails, chats, and phone calls to the Customer Support queue during assigned hours.
  • Conduct remote troubleshooting of Enphase products, identifying and resolving technical issues related to hardware, software, communications, or installation.
  • Review, approve, and execute warranty claims in a timely and professional manner.
  • Provide pre-sales information about Enphase products, ensuring customers have a comprehensive understanding of our offerings.
  • Assist with the activation of new Enphase sites as needed, ensuring seamless onboarding experiences.
  • Document all activity in our central CRM/Help Desk software platform, maintaining accurate records for future reference.
  • Collaborate with Enphase Engineering to track field issues, log product bugs, and coordinate subsequent product modifications.
  • Participate in ongoing training and education on industry standards and Enphase product-specific information, staying up-to-date on the latest developments.
  • Support operational hours are 6:30 am – 11:00 pm, Sun to Sat, with adjusted start and finish times to ensure non-stop customer support across 7 days.

Requirements:

  • Graduate degree in a relevant field (B.E/B.Tech)
  • Excellent interpersonal skills, with the 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, with a strong emphasis on problem-solving and customer satisfaction.
  • Proficient in German, with strong verbal and written communication skills.
  • Computer literate, with proficiency in PC skills and familiarity with Mac OS.
  • General understanding of electrical concepts, AC & DC circuits, and electrical or electronics background is highly desirable.


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