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Technical Support - Tier I New




Roseville, United States

United States





Not specified

Permanent | Full Time

The Technical Support role represents SolarEdge in a professional call center environment. This position helps support customers in troubleshooting and diagnosing SolarEdge products in solar installations.Duties and Responsibilities:* Answer inbound calls and e-mails from customers in a prompt, knowledgeable, and courteous manner documenting all information into a CRM software system.* Provide support in troubleshooting solar products by using general knowledge, product schematics, data stored in knowledge-base, and other sources of information available.* Work together with operations to verify and issue returns when needed.* Provide input to update knowledge database used by other technical support representatives.* Demonstrate excellent interpersonal skills and proven ability to build rapport and establish/keep working relationships with customers, peers and managers.* Ability to communicate effectively in English using proper grammar.* General understanding of Microsoft Office products and the ability to adapt to other computer systems quickly and utilize them efficiently while on the phone with a caller.Required Skills and Qualifications:* AA or technical degree or equivalent professional training.* Two years' experience in a support center (call center) environment, technical helpline and/or remote support services.* One year solar industry experience highly preferred, but not required.* Experience with solar electric products and National Electric Code (NEC) is helpful.* Spanish speaking highly preferred, but not required.* Ability to stay calm and demonstrate effective time management in a high stress environment.* Strong typing experience.* Exceptional listening and questioning skills.* Outstanding verbal and written communications skills.* Ability to multitask in a very fast-paced environment.

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