Ph3Technical Support Engineer – Solar /h3 pPosted: /p pJob reference: e62f30b83fcee2f0553fc4672a428e34 /p h3Job information /h3 pLocation /p pClient / Employer /p pTCL SunPower Global /p pJob reference /p pe62f30b83fcee2f0553fc4672a428e34 /p pListing type /p pBasic /p pEU work permit required /p pNo /p pPosted /p pThe bTechnical Support Engineer /b 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. /p pbResponsibilities /b: /p ul liProvides 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. /li liResponds to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software. /li liProvides technical support to TCL | SunPower Dealers and Homeowners during and after the installation commissioning of photovoltaic systems, storage systems, EV chargers, and similar appliances. /li liTroubleshoots installations via phone, email, and live chat /li liLogs all customer transactions and interactions in our Customer Relations Management System and follows up assigned cases until resolution is confirmed by the Dealer /li liEscalates calls as necessary to next level Tier support team members /li liStrives towards meeting group and individual metrics and targets, including phone response, first-call resolution, customer complaints as well as individual quarterly key performance indicators /li liPerforms other functions as may be assigned /li liComplies at all times with the Environment, Health, Safety, and Quality Standards, Rules and Regulations /li liTransactions returns/exchanges (RMA’s) /li /ul pbRelated Experience Educational Requirements Required: /b /p ul liEngineering Degree / diploma or similar (preferably Electrical or Electronics) /li liWork experience in Technical Support or Call Center /li liExcellent Communication Skills in English + 2 relevant languages of Europe (Italian, Dutch, Spanish) /li liExcellent diagnostics capabilities, analytical skills, and able to work in a team and under pressure /li liExcellent skills preparing technical support reports /li liUnderstanding and awareness of customer needs and willingness to act on the urgency of the requests /li liCommunication, customer focus, attention to detail, continuous learning, decision making, policies, processes and procedures, product knowledge and quality /li liSystematic problem-solving, planning, prioritization and goal setting /li /ul /p #J-18808-Ljbffr