Technical Support Supervisor jobs in Elk Grove, CA

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 support center team leader has a team of other support center operators which he/she manages, directs and controls to ensure that they meet targets and perform their duties according to corporate instructions and guidelines. This position supports all training and participates in the recruitment process. Team Leaders will also assist in complex issues that our Tier-I and Tier-II agents cannot resolve on their own.

Duties and Responsibilities:

• Set targets and monitor agent’s daily activities to include; support metrics, cases completion by agents, documentation of agents in SFDC and other tracking systems, and monitor cases through completion to ensure agents complete follow up as needed.
• Schedule and organize shift support for team members to ensure support center matrix and company standards are achieved. Maintaining adequate staffing levels through time off and heavy call times.
• Conduct regular reviews of all support center agents’ performance and organize training sessions for under performers
• Under support of the Customer Service Manager, develop, coach and mentor new agents.
• Providing training for new Customer Service agents and participate in recruitment of all new support center agents.
• Work with the P&Q Manager to improve and deliver effective training to all Customer Service Agents.
• Understand all organization’s products, services, procedures and guidelines and communicate same to team members
• Submit regular reports to management and seek out new ideas and strategies to improve performance in the support center
• Take escalated supports off the floor and resolve those issues for increased customer satisfaction while controlling associated costs
• Ensure timely and accurate response Tier-I and Tier-II queue cases
• Assist in overseeing the inbound and outbound supporting functions, including troubleshooting and escalating phone system, internet and/or software application issues
• Enforce standards of high quality written and verbal communications to our customers
• Monitor support and chat abandonment rates and improve associated service level measurements
• Increase customer satisfaction levels as measured in customer surveys and contact customers with low scores
• Perform all Tier-I/II tasks in an overflow capacity

Required Skills and Qualifications:

• Bachelor’s degree in electrical or engineering with two years experience supporting inverter/power electronic customer support or Associated degree in a technical field two years’ experience as a Tier I/II at SolarEdge or High School Diploma / GED and three years’ experience as a Tier I/II at SolarEdge.
• Three years experience in a technical support role supporting solar and/or hardware technology; solar electric products and National Electric Code (NEC).
• Advanced knowledge and experience with CRM’s and integrated phone systems.
• Strong people and leadership/coaching skills
• Ability to motivate and improve the performance of team members
• Excellent problem solving capabilities both with troubleshooting and analytics
• Ability to calm upset customers and familiarity with order processing. Outstanding verbal and written communications skills.
• Intermediate to advanced skills in Microsoft Office (Word, Excel, PowerPoint, Outlook)
• Ability to multi-task in a very fast-paced environment.
• Bilingual (Spanish speaking skills is helpful).

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 $64k - $66k annually. 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.