Technical Support Engineer with Spanish/French

Now, we have a job opportunity for a Technical Support Engineer – L1/ L2 with a Spanish/French role in our team. You will improve Customer Satisfaction by providing a high-quality professional Technical Support to our customers, particularly regarding technical information on products, and application information during the pre-sales & after-sales process.

What will you do?

  • Solve Cases requiring in-depth troubleshooting assistance and  Cases where the Customer is requiring resolution for the suspected bug(s).
  • Understand and follow the customer’s complex solutions (Solar Architecture).
  • Application and Environmental conditions evaluation
  • Be able to propose and configure all functions according to the customer application
  • Maintain the work environment, laboratory equipment and tools at the best level to be able to simulate, replicate and understand reported customer escalations. Answer fast and truste
  • Work closely with all teams in the technical support scope: Primary and Expert support team, Internal Technical and Services Teams and BU during case life cycle time until it is successfully resolved from a customer point of view. Communicate effectively, collect all necessary information in case of escalation to Expert or R&D team is necessary.
  • Be able to collect information needed in case of escalation to L3 and escalate on time.
  • Initiate and process product replacement when needed.
  • Be able to perform tests to reproduce customer behavior on demo case
  • Understand the source of the problem and evaluate its impact and the mitigation actions
  • Understand and explain the type test certificates and special quality tests.
  • Propose, create and publish Technical Articles,  FAQs and Video FAQs from handled cases (Oracle Netsuite/BFO)
  • Communicate and share knowledge with other L2 engineers as well as Primary Support.
  • Manage inbound from VIP or key customers if necessary
  • Ocasionally provide technical trainings to customers.

What are we looking for:

  • Education: Bachelor’s degree in Electrical Engineering(preferred) or equivalent;
  • Experience: Minimum 3 years of Technical Support experience in a call center environment desirable or 2 years of experience in the field commissioning/Service projects (on site services etc)
  • Fluency required in English and Spanish/French ( C1 – level)
  • Strong electrical system knowledge and background
  • Outstanding networking and computer knowledge
  • Able to work in a multicultural environment with regional responsibilities.
  • Strong verbal and written communication skills are required
  • Demonstrate a flair & understanding of customer support issues, flexibility and an ability to learn quickly;
  • Excellent problem solving abilities, aptitude to understand and explain technical information, interpersonal, communications and time management skills;
  • Ability to develop and maintain customer rapport;
  • Good coaching and presentation skills desired.

What’s in it for me?

  • Possibility to work from home according to internal policy;
  • Competitive and rewarding salary package;
  • Well-being workshops;
  • Hands on training and access to our technical labs;
  • Connection sessions with global management;
  • Exposure to a multicultural and dynamic environment;
  • Development Plan through Career path and coaching;
  • Cool site environment.
  • Employer with high focus on Sustainability;
  • Diversity and Inclusion -integral part of the company’s history, culture and identity.