Job Title: Customer Support Engineer
Job type: Contract
Job Location: Dublin/Onsite
Company Overview:
Our client is a leading global technology company specializing in telecommunications equipment, consumer electronics, and enterprise solutions. Founded in 1987 in China, the company focuses on innovation and research, providing products such as smartphones, network infrastructure, and cloud services.
Key Responsibilities:
- The 5*8-hour L1 service provider picks up the phone from Customer.
- Guide customer to collect information and log according engineer require.
- Assist to create the ticket for customer according to procedure.
- Provide first-line technical support for PV inverters, residential/commercial energy storage systems, and related smart energy products via hotline, email, and remote diagnostic tools.
- Troubleshoot and resolve customer issues including installation, commissioning, operation, and maintenance.
- Escalate unresolved or complex issues to second-level support or R&D team, ensuring timely problem closure.
- Record and analyze technical cases, summarize common issues, and contribute to the creation of knowledge base documents.
- Assist in product acceptance testing, firmware updates, and remote configuration when required.
- Support partners, installers, and end users with professional technical guidance, ensuring customer satisfaction and safety compliance.
Position Requirements:
- French and English are mandatory
- Effective phone call handling skills and able to handle complains properly
- Experience with customer support and service orientated
- Electrical Engineering, Power Systems, Renewable Energy, or related technical field.
- Computer use skills (Microsoft Office and other, mainly web based applications)
- 2+ years of experience in PV inverter, battery storage, UPS, or power electronics service/maintenance preferred.
If you are interested in this role or would like to discuss it further, please call Nidhi at +353 1 645 5244 or email [email protected].
