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Technical Support Specialist
2 months ago
SolarEdge is seeking a highly skilled Technical Support Specialist to join our team. As a Technical Support Specialist, you will be responsible for providing expert-level technical support to customers and internal stakeholders regarding grid tie solar inverters.
Key Responsibilities- Provide advanced troubleshooting and diagnosis of grid tie solar inverter issues using technical knowledge, product schematics, and data analysis.
- Manage the escalation of complex technical issues from Tier 1 support and work with the support team and engineers to resolve issues.
- Review and approve Return Merchandise Authorization (RMA) documents submitted by Tier 1 support.
- Maintain and monitor Field Application/Root Cause Analysis (FA/RCA) cases assigned to you for customer follow-up and resolution.
- Timely escalate high-priority network/infrastructure problems and work with the support team and assigned engineers to resolve issues.
- Provide quality customer support to customers through various channels, including phone calls, emails, and the CREdge Ticketing System.
- Document ticketing system through OpenTicket to resolution and maintain communication with customers from first call to resolution.
- Maintain expert-level knowledge of products and/or services.
- Review and report findings with our products to the Senior Manager, Process and Productivity.
- Bachelor's degree in electrical or engineering with one year of experience in customer support or an associated degree in a technical field with two years of experience as a Tier 1 at SolarEdge or a High School Diploma/GED with two years of experience as a Tier 1 at SolarEdge.
- Three years of experience in a technical support role supporting solar and/or hardware technology, solar electric products, and National Electric Code (NEC).
- Advanced knowledge and experience with CRM systems and integrated phone systems.
- Strong people and leadership/coaching skills.
- Excellent problem-solving capabilities, both with troubleshooting and analytics.
- Ability to calm upset customers and familiarity with order processing.
- Outstanding verbal and written communication skills.
- Intermediate plus skills in Microsoft Office (Word, Excel, PowerPoint, Outlook).
- Ability to multitask in a fast-paced environment.
- Bilingual (Spanish-speaking skills are helpful).
SolarEdge is committed to fair and transparent pay. The pay range for this position in California is expected to be between $23-$26 per hour. The total compensation package may also include a bonus and/or equity awards in addition to a full range of medical, financial, and other benefits.
SolarEdge proudly seeks to build a richly diverse workforce by hiring people with a diversity of thoughts, identities, perspectives, and experiences that help advance the difference we make for consumers and by ensuring our people experience equity and inclusion in their work lives.
We encourage members of traditionally underrepresented communities to apply, including women, LGBTQIA people, people of color, and people with disabilities.
This is a remote work opportunity.
