Technical Service Specialist- Tier 1

Description:

Power the Future with us!

At SolarEdge (NASDAQ: SEDG), we're a global leader in smart energy technology, with over 4,000 employees, offices in 34 countries, and millions of installations worldwide. 

Our innovative solutions include solar inverters, battery storage, backup systems, EV charging, and AI-based energy management. We're committed to making clean, green energy the primary power source for homes, businesses, and beyond. 

With the growing demand for electricity, the need for smart, clean energy sources is constantly rising. SolarEdge offers amazing opportunities to develop your skills in a multidisciplinary environment, covering everything from research and development to production and customer supply. Work with talented colleagues, tackle exciting challenges, and help create a sustainable future in an industry that's always evolving and innovating. Join us and be part of a company that values creativity, agility, and impactful work. 

The Tier 1 team has a dynamic and energetic environment; The team plays a major part in providing the first line support to SolarEdge's customers. We provide quality and professional support, and deeply involved with variety departments and interfaces with other parties in the company. You will be the initial point of contact for customers and contractors regarding technical matters, providing support or escalations per need.

You will respond to phone calls, emails and chats in a fast and service orientation manner, by explaining and resolving technical situations to non-technical individuals.

By joining us, you’ll have the opportunity to troubleshoot and support various hardware & software configurations and run appropriate testing & diagnostics, provide our customers with a professional support and interface. 

 What you'll be doing:

• Act as the first point of contact, interacting with customers using multiple support channels (phone, email, chat, CRM)
• Provide technical support, troubleshooting and diagnosis of SolarEdge's products (inverters, optimizers, monitoring portal etc.) By using vast knowledge – product schematics, data stored in knowledge base and other sources of information
• Document all information and activities and upload it into the CRM
• Resolve technical issues using SolarEdge's tools (according to permission level)
• Escalate unresolved cases to the relevant tiers
• Work with Customer Service Logistics to validate authorization for the release of parts needed to resolve problems encountered by customers
• Participate in team meetings and collaboratively work with overseas colleagues to resolve customer complaints. 

• Education: BA – Science or Practical Engineer (הנדסאי - חשמל/אלקטרוניקה/מכונות/מכשור ובקרה)
• Experience with professional customer service in technical helpline or remote support (מרכז תמיכה טכנית)- an advantage
• Experience with Photovoltaic systems- an advantage
• Excellent interpersonal skills and proven ability to build a rapport, maintain great working relationships with customers, peers and managers.
• Multitasker in a very fast-paced environment
• Self-motivated with the ability to take initiatives, resolve problems and lead tasks.
• Good understanding of Microsoft Office products and able to adapt to other computer systems quickly, utilize them efficiently while on the phone with a caller.
• A true Team player
• Willingness to work long hours when needed.

​​​​​​​​​​​​​​SolarEdge recognizes its talented and diverse workforce as a key competitive advantage. Our business success is a reflection of the quality and skill of our people. 

SolarEdge is committed to seeking out and retaining the finest human talent to ensure top business growth and performance.