You could join the company that helped establish solar markets around the world and continues to innovate in the renewable energy space. Widely recognized as the world’s standard for solar, TCL produces some of the world’s highest efficiency solar products, selling them under the much revered brand in Europe. Our quality, customer support and warranty standards far exceed those of any other company in the industry.
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As we look to the future, we are seeking a Technical Support Engineer based in EMEA 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.
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The Technical Support
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Engineer reports to the Technical Team Lead and caters excellent customer service and problem escalation or resolution support. 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.
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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 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 Complies at all times with the Environment, Health, Safety, and Quality Standards, Rules and Regulations Engineering Degree / diploma or similar (preferably Electrical or Electronics) Work experience in Technical Support or Call Center Excellent Communication Skills in English + 2 relevant languages of Europe (Italian, Dutch, Spanish) Excellent skills preparing technical support reports Communication, customer focus, attention to detail, continuous learning, decision making, policies, processes and procedures, product knowledge and quality Proficient in MS Office Where: remote.