EnPhase Energy

Supervisor, Customer Support

United States

In-personFull time roleEarly Career

24 days ago

About the Job

Enphase Energy is a global energy technology company and a leading provider of solar, battery, and electric vehicle charging products. Founded in 2006, our innovative microinverter technology revolutionized solar power, making it a safer, more reliable, and scalable energy source. Today, the Enphase Energy System enables users to make, use, save, and sell their own power. Enphase is also one of the most successful and innovative clean energy companies in the world, with more than 80 million products shipped across 160 countries.

Join our dynamic teams designing and developing next-gen energy technologies and help drive a sustainable future!

About the role

The Supervisor, Customer Support, manages a group of technical support agents in the Enphase Energy Support center. The Customer Support Supervisor monitors and manages call center metrics and quality, provides training and guidance to support agents, and intervenes with customers as required.

What you will do

Lead and motivate Call-Center Agents to achieve and maintain high levels of performance.
Assist Call-Center Agents with troubleshooting technical issues related to Enphase installations and products, as required.
Provide ongoing training and corrective feedback to Call-Center Agents, ensuring they are well-equipped to handle product and process-related issues.
Monitor call and case statistics toward forecasting Call-Center Agent staffing requirements and infrastructure upgrades.
Ensure adherence to Enphase standards by monitoring call and case quality.
Fully document all processes and workflow executed by the Call-Center, and keep that documentation updated as the processes and/or workflow change over time.
Monitor voice and data systems for capacity-planning and troubleshooting, as required.
Continuously evaluate and adjust existing flowchart processes for effectiveness and efficiency in problem resolution.
Intervene with external customers on specific issues and/or clarifications, as required, for those issues that the Call-Center Agents are unable to bring to full resolution.
Oversee the Call-Center’s CRM case load, to keep Call-Center Agent response-times within acceptable parameters.
Regularly report statistical data, trends, significant events and milestones to the Director of Customer Support.
Coordinate with the Director of Customer Support and other Customer Support Managers on the tracking of impacting field-issues, subsequent product-modifications, and documentation of remediations.
Enforce departmental best-practices, documentation, and customer-interaction guidelines.
Participate in ongoing training/education of industry standards and Enphase product-specific information.
Follow Enphase Energy departmental conventions and procedures.
Professionally represent Enphase via all communications mediums.
Abide by all company policies and standards of conduct contained in the Enphase Energy employee manual.

Who you are what you bring

High school diploma or GED equivalent.
Demonstrated track-record of technical support / customer service experience in a leadership or management role.
Excellent verbal and written communications skills, including conflict-resolution, product documentation, staff training and general, public-facing technical support.
Working experience with networking (TCP/IP) protocols, firewalls, operating systems, SQL databases, CRM (Customer Relationship Management) platforms, software programs and telecom systems and general IT Administration. Mild development experience (scripting) helpful.
Experience with overseeing, mentoring, and training a team of technical/customer Support technicians.
Experience with external Product Support, coordinating with internal Software Developers and Hardware Engineers to track bug-fixes, release schedules and issue-escalations
Excellent, interpersonal skills with external customers and internal employees.
Proven ability to effectively monitor the Call-Center’s operational statistics and coordinate future needs and expansion with the Director of Customer Support.
Experience of resource-planning for a call-center Support team helpful.
Experience with solar electric products and National Electric Code (NEC) helpful.
Prior experience with Salesforce CRM helpful.

Physical Requirements

Prolonged periods sitting at a desk and working on a computer.
Hand and finger manipulation using phone and keyboard.
Extended time on phone with customers.
This is an on-site position, and the successful candidate will be required to work for our Guaynabo, PR office, full-time.

Please submit the resume in English.

The base pay range for this position is $23 to $34 an hour. This salary range may be modified in the future. The successful candidate’s starting pay will be determined based on job-related skills, experience, education or training, work location, and market conditions. This position is also eligible for bonus, equity, and benefits.

About the Company

EnPhase Energy

Petaluma, CA, USA

251-500

At Enphase, we think big. We’re on a mission to bring solar energy to the next level, one where it’s ready to meet the energy demands of an entire globe. As we work towards our vision for a solar-powered planet, we never lose sight of the three commitments that have guided us from the beginning: innovation, quality, and responsibility. We’ve always pushed the boundaries of solar technology, ever since our founders took one look at a string inverter and knew they could do better. We’re still at it. We’re passionate about developing new technologies that make energy more intelligent, more connected, and more cost effective than ever before. Mission To deliver technology solutions that make clean energy affordable, reliable and accessible to all. Values We are experts in our discipline and love what we do We are passionate about winning We have high aspirations and set bold goals We are enthusiastic about delivering the best customer experience We are open, honest, transparent and respectful with our colleagues Vision The world's leading clean energy solution provider We're changing energy. Come join us.