Technical Support - Subject Matter Expert

Description

Power the Future with us!

SolarEdge (NASDAQ: SEDG), is a global leader in high-performance smart energy technology, with over 5000 employees, offices in 34 countries, and millions of products installed in over 133 countries. Our diverse product offering comprises intelligent solar inverters, battery storage, backup systems, EV charging, and complete home energy management ecosystems.

By leveraging world-class engineering capabilities and with a relentless focus on innovation, we strive to create a world where clean, green energy from the sun is the primary source of power for our homes, businesses, and just about everywhere we thrive.

The Subject Matter Expert role is an extension of the tier-I team. This role is responsible for resolving all matters pertaining to our Commercial, StorEdge, Energy Hub, and BUI product lines with a strict focus of first call resolution.

The ideal candidate will demonstrate high level knowledge of our products and processes, have a proven ability in advanced troubleshooting with keen attention to detail, and is determined to learn and grow in their career. The candidate must also possess superior customer service/communication skills to ensure an efficient and quality interaction with our customers.

Duties and Responsibilities:

• Answer inbound calls to troubleshoot SolarEdge products (including, but not limited to, battery, BUI, Energy Hub and Commercial products)
• Follow up with customers via phone or email as needed to ensure 100% satisfaction
• Schedule calls when needed for a better customer experience while remaining organized
• Attend weekly training’s specific to the Subject Matter Expert team
• Remain up to date on all new issues and trends relating to these product lines
• Process RMA’s for damaged or faulty hardware
• Maintain open case load to ensure fast response times to customers
• Solve technical issues with a higher level of permissions on internal software and tools
• Review and escalate any trends found with our products to the Tier–II team
• Enforce standards of high quality, written and verbal communications to our customers
• SREC and Grid Services

Requirements

Required Skills and Qualifications:

• Spanish speaking is required.
• AA or technical degree or equivalent professional training preferred.
• Two years’ experience in a support center (call center) environment, technical helpline and/or remote support services.
• One year solar industry experience highly preferred, but not required.
• Experience with solar electric products and National Electric Code (NEC) is helpful.
• Ability to stay calm and demonstrate effective time management in a high stress environment.
• Strong typing experience.
• Exceptional listening and questioning skills.
• Outstanding verbal and written communications skills.
• Ability to multitask in a very fast-paced environment.

FAIR PAY & A JUST WORKPLACE

At SolarEdge, we are committed to fair, transparent pay and we strive to provide competitive, market-informed compensation. The pay range for this position in California at the start of employment is expected to be between $19 - $23 per hour. It is anticipated that most qualified candidates will fall near the middle of this range. However, base pay offered is based on market location, and may vary further depending on individualized factors for job candidates, such as job-related knowledge, skills, experience, and other objective business considerations. 

Even more importantly, please note that salary is only one component of total compensation at SolarEdge. Subject to those same considerations, the total compensation package for this position may also include other elements, including a bonus and/or equity awards, in addition to a full range of medical, financial, and/or other benefits. Our highly competitive benefits package is designed to support your success at work, at home, and at play. Your recruiter will be happy to discuss all that SolarEdge has to offer!

SolarEdge proudly seeks to build a richly diverse workforce by hiring people with a diversity of thoughts, identities, perspectives, and experiences that help advance the difference we make for consumers, and by ensuring our people experience equity and inclusion in their work lives. We encourage members of traditionally underrepresented communities to apply, including women, LGBTQIA people, people of color, and people with disabilities.