Service Support Specialist
4 weeks ago
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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