Our diverse product offering comprises intelligent solar inverters, battery storage, backup systems, EV charging, and complete home energy management ecosystems.
What will you be doing?
- Answer inbound calls, chats, e-mails, and cases from customers and contractors in a prompt, knowledgeable, and courteous manner documenting all information in the call tracking system
- Provide support in the troubleshooting and diagnosis of grid tie solar inverter issues encountered in the installation and start-up of products by using general knowledge, product schematics, data stored in the knowledgebase, and other sources of information available.
- Work together with operations to validate the authorization to release parts needed to solve problems encountered by customers and contractors.
- Provide updates to the knowledge database used by other technical support representatives with new troubleshooting information discovered in the resolution of customer calls.
- Manage the monitoring database of customer installations.
- Document all activity in the ticketing system and other database software platforms.
- Create layouts on the monitoring site at the customer’s request.
- Excellent interpersonal skills and proven ability to build rapport and establish/keep working relationships with customers, peers, and managers.
- General understanding of Microsoft Office products and utilize them efficiently.