About the job
Our mission at Enphase Energy is to advance a sustainable future for all.?
Today, our intelligent microinverters, which turn sunlight into an affordable, safe, reliable, and scalable source of energy, work with virtually every solar panel made. When paired with our award-winning smart battery technology, we engineer one of the industry’s best-performing clean energy systems. We have installed more than 42 million microinverters on more than 1.9 million homes across 130 countries. ?
Like our customers, our innovative teams are also worldwide, making Enphase Energy a truly global company. We are one of the fastest-growing and most dynamic energy companies in the world. Nimble and acutely focused on developing ground-breaking solar energy management technology, each team has a shared goal of creating a carbon-free future.?
At Enphase, we are also committed to diversity and inclusion. Developing cutting-edge technology requires a workforce as diverse as the populations we wish to serve. We are a values-driven company that puts people and their power at the center of our shared energy future.??
We are looking for a Community and Online Reputation Analyst to join our growing customer experience team. We are the team responsible for providing potential and existing customers with an exceptional experience. This team is responsible for managing the online support content and Enphase community to offer a best-in-class support experience to our customers. The ideal candidate would have a blend of analytical and creative abilities to find problems that customers are facing and offer scalable online solutions. This position could lead to opportunities in product and website marketing as a career path at Enphase.
The community analyst is in charge of the company’s online community and is responsible for engaging with customers on its community and social media platforms.
Use market-specific knowledge and insights to develop creative ideas which improve our community’s adoption as a knowledge and service tool by our customers.
Shape the information strategies to help Enphases customers adopt self-service through the support page or the Enphase community.
Must be technically strong to help customers on public forums and be the face of Enphase on public forums.
Research industry-related topics (combining online sources, interviews, and studies).
Monitor and analyze the performance of key performance indicators (KPIs) to offer suggestions for improvement.
Come up with process improvement initiatives and implement them.
The community analyst is to create and maintain a favorable brand image of the company and its products.
Understand search engine behavior, social media, forums, blogs, ratings, reviews, etc.
Work towards enhancing and building the organizations reputation by constantly measuring the effectiveness of your strategies.
Establish policies and procedures, systems and standards that will avoid any negative impacts on the organization.
Reaching out to dissatisfied customers to control negative reviews. Moreover, focusing on forums, tweets, and images and writing compelling blog posts or publishing positive reviews to build a rich repository of digital content.
Develop a company culture to draw product managers and leadership to participate in the community and interact with customers.
Drive customer feedback with product teams to ensure a 360-degree closed-loop customer experience workflow.
Create effective technical content to help customers.
Technical bachelors degree, Electrical preferred
3+ years of solar or home energy battery experience required.
Strong communication (verbal and written) skills in English.
Ability to translate complex information and adapt to the end user.
Ability to think critically.
Strong problem-solving skills.
Attention to detail, self-motivated, and results-oriented.
Experience doing research using multiple sources.
Excellent writing and editing skills in English.
Ability to meet deadlines.
Proficient in all Microsoft Office applications.
The ability to work in a fast-paced environment.
The ability to handle multiple projects concurrently.
Ability to work independently with little or no daily supervision.
Strong interpersonal skills and willingness to communicate with clients, colleagues, and management.
Ability to work on multiple projects with different objectives simultaneously.
Willingness to multitask and take new initiatives.
Creativity and a keen eye for details.
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