Global Customer Care Specialist

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.

Requirements:

• At least 1 to 2 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