Key Responsibilities and Outcomes (What the Person needs to accomplish in the role ?) : 

- Answering inbound Emails / Chats / Phone calls to the Customer Support queue during assigned hours.

- Conducting remote troubleshooting of Enphase products.

- Troubleshooting, approving and executing warranty claims.

- Providing pre-sales information about Enphase products.

- Assisting with the activation of new Enphase sites as needed.

- Documenting all activity in a central CRM/Help Desk software platform.

- Coordinating with Enphase Engineering with tracking of field- issues, and subsequent product-modifications, logging product bugs in a central database. Assisting other team-members with troubleshooting and/or administrative tasks as needed.

- Participating in ongoing training/education of industry standards and Enphase product-specific information.

- Assist other team-members with troubleshooting and/or administrative tasks as needed.

- Following departmental conventions and procedures.

- Professionally represent Enphase via all communications mediums.

- Abiding by all company policies and standards of conduct contained in the Enphase Energy employee-manual.

- Performing other duties as assigned.

- Support operational hours (India team) are: 6:30am - 11:00pm, Sun to Sat. Start and finish times for team member are adjusted to cover non-stop customer support across 7 days. Candidate must be open to work on weekends.

Minimum Qualifications :

- Should be a Graduate - B.E/B.Tech/BSc./BCA

- Interpersonal skills and proven ability to build rapport and establish/keep working relationships with customers, peers and managers.

- Experience working in a fast-paced technical support or customer service position.

- Strong verbal and written communications skills.

- Computer literate (PC skills essential, Mac OS desirable)

- General understanding electrical concepts, AC & DC circuits, electrical or electronics background would be highly desirable.

- Preferred Qualifications

- BE Electrical

- Exposure to solar/PV-related environment

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