Founded in 2012, SolaX Power is dedicated to helping customers transition to clean energy and reduce their dependence on fossil fuels. As a global leader in solar and energy storage solutions, SolaX Power has a strong presence across Europe, Asia, and Africa. With over 3,000 employees worldwide, we continue to expand and recruit talented individuals. At SolaX, you'll find a dynamic international work environment and opportunities for professional growth.
Position Overview
We are looking for a professional, technically capable, and customer-focused individual to join our Hotline team as a Hotline Engineer in the Customer Service Department. As the first point of contact for our customers via phone, you will be responsible for receiving and documenting inquiries, supporting basic troubleshooting, and routing technical cases to the relevant teams. Your role will be key to ensuring excellent customer experience and smooth communication between clients and our internal departments.
Key Responsibilities
* Answer inbound customer hotline calls in a courteous and professional manner
* Serve as the first point of contact, listen actively to customer concerns or service requests
* Accurately log technical support tickets or service requests using the company's CRM system
* Identify and classify issues, and escalate or transfer calls to the appropriate teams (technical support, logistics, sales, etc.)
* Provide basic information related to product features, warranty policies, or technical support procedures
* Maintain a professional and calm tone, especially when handling dissatisfied or frustrated customers
* Ensure all customer data and interactions are handled in compliance with internal policies and data privacy regulations (e.g., GDPR)
* Assist with administrative support for customer service operations, including reporting and follow-up
* Coordinate closely with the after-sales and technical support teams to ensure timely and satisfactory case resolution
* Participate in training sessions to stay updated on product features, procedures, and service standards
Requirements
* Education: Diploma or Degree in Electrical Engineering, Electronics, or a related technical field
* Minimum 1 year of experience in technical support, call center environments, or field service
* Experience with solar inverters, UPS systems, or renewable energy products is a strong advantage
* Proficient in using CRM software, ticketing systems, and remote support tools
* Strong problem-solving skills and ability to remain composed in high-pressure situations
* Familiarity with electrical systems, circuitry, and basic diagnostic tools
What We Offer
* Competitive salary and benefits package according to local collective agreements
* A friendly and inclusive work environment with opportunities for training and career development
* Stability and long-term prospects within an international company
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