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L2 Technical Support Engineer
Sungrow MENA & Central AsiaDubai, Dubai, United Arab Emirates12 منذ أيام
الوصف الوظيفيBachelor’s degree in Electrical Engineering or related field. Fluency in English and Arabic (spoken and written); proficiency in French or other languages is an advantage. 3+ years of experience in call center or technical support roles preferred; exposure to renewable energy, solar, or power industry customer support is a strong plus. Excellent communication, problem-solving, and stress management skills. Proficiency in computer usage and office software; ability to work remotely with a dedicated workspace and stable internet connection. Mid-Senior level Full-time Customer Service and Engineering Industries : Hydroelectric Power Generation, Solar Electric Power Generation, and Wind Electric Power Generation
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- Provide Level 2 technical support , managing escalated cases from Level 1 representatives through the Contact Center System.
- Analyze logs, alarms, and error reports; deliver solutions, remote guidance, diagnosis, and technical support.
- Address customer inquiries, complaints, and requests escalated from Level 1, ensuring timely and effective follow-up.
- Collaborate with R&D teams and Field Service Engineers (FSEs) to drive issue resolution.
- Document case studies, contribute to the knowledge base, and support skill development for Level 1 teams.
- Accurately record interactions, issues, and resolutions in the system.
- Deliver professional, efficient service aligned with standard operating procedures.
- Maintain clear and effective communication with colleagues and supervisors.
- Achieve key performance metrics (e.g., response time, customer satisfaction) and participate in ongoing virtual training to stay current on product and service updates.
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Technical Engineer • Dubai, Dubai, United Arab Emirates
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