Technical Customer Service - 1st Line Support (Photovoltaic)

• Answer inbound calls cases, chats and e-mails from customers and contractors in the following queues:

ü Optimizer troubleshooting for Onsite/Offsite customers

ü Inverter troubleshooting for Onsite/Offsite customers

ü Communication troubleshooting for Onsite/Offsite customers

ü Complete company’s PV system troubleshooting for Onsite/Offsite customers

ü EC chargers and Energy Storage Systems troubleshooting for Onsite/Offsite customers

ü Smart Energy solutions troubleshooting for Onsite/Offsite customers

• Provide support in the troubleshooting and diagnosis of grid tie solar system 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.
• Work together with operations to validate the authorization to release parts needed to solve problems encountered by customers and contractors.
• Provide updates to knowledge database used by other technical support representatives with new
• troubleshooting information discovered in the resolution of customer calls.
• Document all activity in ticketing system and other database software platforms
• Use of company’s defined troubleshooting tools
• Take part and fulfill all training activities required for the job, including e-learning online training and hands-on.
• Maintain technical knowledge using Learning management system (LMS)

• Ideally 2 years of experience in professional customer service and in technical helpline or remote support.
• Electrotechnics, electronics, energy or renewable energy education will be an asset.
• Basic understanding of IP network technology.
• Experience with solar electric products or similar is a plus.
• Exceptional listening and questioning skills.
• Strong soft skill communication internally and externally.
• Outstanding written communications skills in English
• Ability to multitask in a very fast-paced environment.
• Experience working for an international organization is preferred.
• Excellent interpersonal skills and proven ability to build rapport and establish/keep working relationships with customers, peers and managers.
• General understanding of Microsoft Office products and utilize them efficiently while on the phone with a caller.
• Native local language is not required, fluent German language in spoken and written is a must. Business communication skills in English

• Attractive salary
• Intensive training program
• Work in an international organization
• Possibility to work in a hybrid system
• Other benefits