Are you ready to change the future? You have the opportunity to join the company that helped establish solar markets around the world and continues to innovate in the renewable energy space.
SunPower has facilities in the US, Europe and Asia, and we are seeking talented people to join us in building a clean energy future.
Widely recognized as the world’s standard for solar, SunPower produces the world’s highest efficiency solar products. Our quality and reliability standards far exceed those of any other company in the industry.
SunPower and Total, the global energy producer and provider, have announced a transformational investment by Total in SunPower.
The companies have signed a set of strategic agreements to accelerate SunPower’s growth in the increasingly competitive solar sector.
Total’s investment is based on SunPower’s leading position in designing, manufacturing and delivering the world’s highest efficiency, highest reliability solar systems with guaranteed performance.
These agreements will accelerate SunPower’s growth and further improve its financial strength.
SunPower is committed to the success of our company, our employees and the communities around the world that need us most.
We support our employees’ commitment to their communities through a culture of volunteerism, and through The SunPower Foundation, which makes grants to green initiatives throughout the world.
As a company, we operate with the highest sustainability standards.
In an industry that is reshaping the world’s energy future, there’s no better place to be than SunPower.
Role Summary :
SunPower is seeking of Global Helpdesk Team Lead to supervise the day to day activities of the Global Helpdesk Engineers.
Roles and Responsibilities
Measure the individual performance of GHD Engineers and conduct regular coaching sessions
Performs call quality evaluation and provide feedback in a timely manner
Serves as first point of escalation for all concerns or issues that can’t be resolved by the agent
Ensures that the knowledge articles are updated
Ensures that all GHD Engineers are following the steps written in the knowledgebase when delivering a request or resolving an incident
Performs onboarding new member of the team
Join the bridge during P1 and responsible for sending out an IT Announcement on a timely basis
Reports the team metrics to the management regularly and provide recommendations for improvement
Motivate the agents and help them to perform to the best of their ability
Lead in the development of good customer service practices
Contribute to and deliver improvements that support the continuous improvement of processes and controls within the team, adopting ITIL best practices where possible
Review surveys and contact users if needed to get more information on the negative response
Handles small projects that could result a huge impact in process or metrics improvement
Perform other tasks assigned by the Global Helpdesk Manager
RELATED EXPERIENCE AND EDUCATIONAL REQUIREMENTS
Minimum Qualifications :
Preferably an IT graduate
Excellent communications skills, both oral and written
3-5 years previous IT Service Desk and / or Call Centre experience required
Good Leadership skills
Excellent customer service skills
Excellent problem-solving skills
Excellent inter-personal skills : diplomatic and able to inspire user and employee confidence
Ability to determine correct workload priorities
Able to work well under pressure and at a high work rate
Ability to use initiative and diagnose some users' problems without referral
Good level of technical skills, troubleshooting basic PC issues with hardware, software & networking
Proficient in MS Office applications
Willing to work during holidays and weekends, and shifting schedule
Self-motivated achiever who gains satisfaction from providing excellent customer service
An ITIL qualification is preferable but not essential