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.