Engineer II, Technical Support

Enphase Energy, Inc.; India; On-site; INR 400,000 - 800,000; Full time

Job summary

Enphase Energy in Bangalore is seeking a technical support professional to provide prompt and professional resolution of customer issues related to hardware, software, and installations.

You will handle inbound calls, chats, and emails, perform remote troubleshooting, process warranty claims, and assist with site activations. A BE/BTech and 2+ years in technical/customer support are required.

Qualifications

• Graduate with BE/BTech.
• Minimum 2+ years in Technical or Customer Support.
• 60%+ in 10th/12th; 70%+ in graduation; marks to be shared with resume.

Responsibilities

• Answer inbound phone calls, chats, and emails from Enphase customers during assigned hours.
• Conduct remote troubleshooting of Enphase products.
• Troubleshoot and process warranty claims; escalate as needed.
• Provide pre-sales information about Enphase products.
• Assist with activation of new Enphase sites as required.
• Document all activity in CRM/Help Desk system; coordinate with Engineering on field issues and product modifications.
• Follow departmental conventions and participate in ongoing training.

Skills

Customer support

English communication

Problem solving

Education

BE/BTech

Job description

Enphase Energy is a global energy technology company and a leading provider of solar, battery, and electric vehicle charging products. Founded in 2006, our innovative microinverter technology revolutionized solar power, making it a safer, more reliable, and scalable energy source. Today, the Enphase Energy System enables users to make, use, save, and sell their own power. Enphase is also one of the most successful and innovative clean energy companies in the world, with more than 80 million products shipped across 160 countries.

Join our dynamic teams designing and developing next-gen energy technologies and help drive a sustainable future!

Must be available to work on-site at our Bangalore office 5 days per week.

About the role

To give our customer the best experience and quick resolution. You will be responsible for professional and timely resolution or referral of technical issues that may involve hardware, software, communications, installation, or a blend of variables.

What you will do

• Enphase support teams work 24*7 and 365 days a year. Candidate will be required to answer inbound Phone calls / Chats / Emails from Enphase customers during assigned hours.
• Candidate needs to agree to following as a precondition
  • Work on weekends
  • Work in night shifts (9:00 PM & 11:00 PM login) shifts
• Conducting remote troubleshooting of Enphase products.
• Troubleshooting, approving and executing warranty claims.
• Providing pre-sales information about Enphase products.
• Assisting with the activation of new Enphase sites as needed.
• Documenting all activity in a central CRM/Help Desk software platform.
• Coordinating with Enphase Engineering with tracking of field-issues, and subsequent product-modifications, logging product bugs in a central database. Assisting other team-members with troubleshooting and/or administrative tasks as needed.
• Following departmental conventions and procedures.
• Participating in ongoing training/education of industry standards and Enphase product-specific information.
• Professionally represent Enphase via all communications mediums.
• Abiding by all company policies and standards of conduct contained in the Enphase Energy employee-manual.
• Performing other duties as assigned.

Who you are and what you bring

• Should be a Graduate – B.E/B. Tech.
• Minimum 2+ years of experience in Technical Support, Customer Support, or a related technical role
• Academics scores should be 60% and above in 10th & 12th, 70% and above in graduation only would be considered for the role. Scores are mandatory to be shared along with the resume.
• Good Interpersonal skills and proven ability to build rapport and establish/keep working relationships with customers, peers and managers.
• Strong verbal and written communications skills in English.
• Computer literate (PC skills essential, Mac OS desirable).
• General understanding of electrical concepts, AC & DC circuits, electrical or electronics background would be highly desirable.
• Exposure to solar/PV-related environments.