Job description
Job Title: Customer Support Engineer
Job Type: Contract
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 is driven by innovation and research and delivers products including smartphones, network infrastructure, and cloud services.
Key Responsibilities:
- Provide 5×8-hour Level 1 support by handling inbound customer calls.
- Guide customers in collecting required information and log details as per engineering requirements.
- Create and manage customer tickets in accordance with established procedures.
- Deliver first-line technical support for PV inverters, residential and commercial energy storage systems, and related smart energy products via phone, email, and remote diagnostic tools.
- Troubleshoot and resolve issues related to installation, commissioning, operation, and maintenance.
- Escalate complex or unresolved issues to second-level support or R&D teams, ensuring timely resolution.
- Record and analyze technical cases, identify recurring issues, and contribute to knowledge base documentation.
- Assist with product acceptance testing, firmware updates, and remote configuration as required.
- Provide professional technical guidance to partners, installers, and end users while ensuring customer satisfaction and safety compliance.
Position Requirements:
- Fluent English is mandatory.
- French language skills will be a plus.
- Strong phone-handling skills with the ability to manage customer complaints effectively.
- Customer support and service-oriented experience.
- Background in Electrical Engineering, Power Systems, Renewable Energy, or a related technical field.
- Proficient computer skills, including Microsoft Office and web-based applications.
- 2+ years of experience in PV inverters, battery storage, UPS, or power electronics service/maintenance is preferred.
If you are interested in this role or would like to discuss it further, please contact Nidhi at +353 1 645 5244 or email [email protected].
