Technical Support Engineer
Descrizione dell'offerta
TCL | SunPower is seeking a Technical Support Engineer for Residential Business Unit. The Technical Support Engineer provides Tier 1 first line telephone, email, and live chat support to external stakeholders for the company’s range of solar energy products. The Technical Support Engineer reports to the Technical Team Lead and caters excellent customer service and problem escalation or resolution support.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following (other duties may be assigned):
- Provides technical support to field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing, and debugging complex electro/mechanical equipment, computer systems, complex software, or networked and/or wireless systems.
- Responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software.
- Provides technical support to TCL | SunPower Dealers and Homeowners during and after the installation & commissioning of photovoltaic systems, storage systems, EV chargers, and similar appliances.
- Troubleshoots installations via phone, email, and live chat
- Logs all customer transactions and interactions in our Customer Relations Management System and follows up assigned cases until resolution is confirmed by the Dealer
- Escalates calls as necessary to next level Tier support team members
- Strives towards meeting group and individual metrics and targets, including phone response, first-call resolution, customer complaints as well as individual quarterly key performance indicators
- Performs other functions as may be assigned
- Complies at all times with the Environment, Health, Safety, and Quality Standards, Rules and Regulations
- Transactions returns/exchanges (RMA’s)
RELATED EXPERIENCE AND EDUCATIONAL REQUIREMENTS
- Engineering Degree / diploma or similar (preferably Electrical or Electronics)
- Work experience in Technical Support or Call Center
- Excellent Communication Skills in English & Italian (Spanish as a plus)
- Excellent diagnostics capabilities, analytical skills, and able to work in a team and under pressure
- Excellent skills preparing technical support reports
- Understanding and awareness of customer needs and willingness to act on the urgency of the requests
- Communication, customer focus, attention to detail, continuous learning, decision making, policies, processes and procedures, product knowledge and quality
- Systematic problem-solving, planning, prioritization and goal setting
- Proficient in MS Office