Technical Service Specialist (Australia)

SolarEdge Technologies Inc.; Bengaluru; On-site; INR 600,000 - 800,000; Full time

Job summary

SolarEdge Technologies Inc. is seeking a Technical Service Specialist based in Bangalore to support international markets, including North America and Europe.

The role involves night and weekend shifts, handling chats, emails, and cases, and troubleshooting grid-tie solar inverter issues with access to product schematics and knowledge base. The ideal candidate will have 1–3 years in customer service and technical helpline, an electrical/electronics engineering background, and strong English

Qualifications

• 1–3 years in professional customer service and technical helpline/remote support.
• Engineering or technical qualification in electrical and electronics is a must.
• Basic understanding of IP network technology.
• Experience with solar electric products.
• Exceptional listening and questioning skills.
• Excellent written communication in English.
• Ability to multitask in a fast-paced environment.
• Experience working for an international organization is preferred.
• Ability to work in a continuous shift model.

Responsibilities

• Answer inbound chats, emails, and cases promptly and document information in the tracking system.
• Assist in troubleshooting and diagnosing grid-tie solar inverter issues using schematics and knowledge base.
• Collaborate with operations to authorize parts releases for customer problems.
• Update knowledge base with new troubleshooting information from resolved calls.
• Monitor the customer installation database and document all activity in ticketing systems.
• Create site layouts on the monitoring site as requested by customers.

Skills

Customer service

Technical troubleshooting

English communication

Interpersonal skills

Microsoft Office

IP networking

Solar energy products

Education

Electrical & Electronics Engineering degree

Tools

Ticketing system

Knowledge base

Monitoring software

Job description

Technical Service Specialist (Australia)

India, Bangalore

Job Description

Power the Future with us!

SolarEdge (NASDAQ: SEDG), is a global leader in high-performance smart energy technology, with over 4000 employees, offices in 34 countries, and millions of products installed in over 133 countries.

Our diverse product offering comprises intelligent solar inverters, battery storage, backup systems, EV charging, and complete home energy management ecosystems.

By leveraging world-class engineering capabilities and with a relentless focus on innovation, we strive to create a world where clean, green energy from the sun is the primary source of power for our homes, businesses, and just about everywhere we thrive.

We are looking for Technical Service Specialists to join our growing Global Technical Centre to provide innovative solutions for international markets including North America and Europe. This is an opportunity to become an expert in the SolarEdge product offering and the solar industry in general. Based in our brand-new offices, we will be able to provide a collaborative environment, transportation, meals, and a competitive compensation package.

This position will require regular night and weekend shifts.

What will you be doing?

• Answer inbound chats, e-mails, and cases from customers and contractors in a prompt, knowledgeable, and courteous manner documenting all information into call tracking system
• 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.
• 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.
• Manage the monitoring database of customer installations.
• Document all activity in ticketing system and other database software platforms.
• Create layouts on the monitoring site at customer’s request.
• 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.

Job Requirements

• 1-3 years of experience in professional customer service and in technical helpline or remote support.
• Engineering or technical qualification in electrical and electronics a must.
• Basic understanding of IP network technology.
• Experience with solar electric products.
• Exceptional listening and questioning skills.
• Outstanding written communication skills in English.
• Ability to multitask in a very fast-paced environment.
• Experience working for an international organization is preferred.
• Ability to work in a continuous shift model.
• Excellent interpersonal skills and proven ability to build rapport and establish/keep working relationships with customers, peers and managers.
• Business communication skills in English