דרושים ב-Solaredge ב-India, Bengaluru

What will you be doing?

• Serve as the first point of contact for customers seeking technical assistance.
• Perform troubleshooting and provide the best solution based on the issue and details provided by customers
• Install and setup end-user's workstation environment
• Direct unresolved issues to the next level of support personnel
• Document and Record events/problems and their resolution in logs and KBs
• Follow-up and update customer status and information
• Pass on any feedback or suggestions by customers to the appropriate internal team
• Identify and suggest possible improvements on internal procedures
• Ensure the network infrastructure is functioning correctly and troubleshoot any connectivity issues

What will you be doing?

• Monitor daily call volume and other key performance metrics
• Analysis real time adherence data to identify trends and training opportunities
• Maintain users and profiles within WFM software
• Creating schedules based on the forecast and adjusting for daily call center and agent needs
• Works closely with leadership to schedule trainings/meetings with minimal impact to support coverage
• Provides actionable data to various internal support groups as needed
• Provides feedback to call center team leaders and managers
• Prepares and analyzes internal reports for applicable KPI’s
• Perform other duties as assigned

Service Manager

Key Responsibilities:

• Design and implement tailored language training programs that address agents' specific needs and proficiency levels.
• Deliver engaging and effective language lessons through various teaching methods, including interactive activities and multimedia resources.
• Provide specialized coaching to help agents master regional dialects and accents.
• Evaluate agents' progress through regular assessments, quizzes, and feedback sessions.
• Offer insights into cultural nuances to enhance agents' language understanding.
• Conduct personalized coaching sessions to address individual challenges and improve specific language skills.
• Organize and lead workshops, seminars, and group discussions to enhance agents' conversational and presentation skills.
• Stay updated with the latest language teaching methodologies, tools, and technologies to continually improve the centre's quality.
• Identify gaps in agents' understanding and provide constructive feedback to facilitate improvement.
• Communication and soft skills training to the list and publish.