Technical Support Engineer

• The 5*8 hour L1 service provider Provides first-line technical support for PV inverters, residential/commercial energy storage systems, and related smart energy products via hotline, email, and remote diagnostic tools.
• Guide customer to collect information and log according Huawei engineer require
• Assist to create the ticket for customer according procedure of Huawei
• 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.

Requirement:

• French and English are mandatory
• Electrical Engineering, Power Systems, Renewable Energy, or related technical field.
• Computer use skills (Microsoft Office and other, mainly web based applications)
• Effective phone call handling skills and able to handle complains properly
• Experience with customer support and service orientated
• 2+ years of experience in PV inverter, battery storage, UPS, or power electronics service/maintenance preferred