Customer Support Engineer (Tier 1)

Responsibilities

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  Answer inbound calls and emails from customers in a prompt and professional manner. Document all information electronically into a contact management software tool.
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  Troubleshoot customer questions regarding the Qcells line of inverters, battery storage, smart modules, and other residential solar products.
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  Take ownership of customer satisfaction topics and generate results in a timely manner;
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  Conduct on-line troubleshooting as needed, either independently or in collaboration with service vendors, and including inverters, batteries and smart PV modules.
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  Note customer call trends and help develop & document solutions.
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  Identify technical barriers and escalate to management, as well as engineering teams in products, technologies, and applications;
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  Identify customer relationship and business barriers and escalate to management, as well as other organizations, including sales, marketing, and legal.

Required Qualifications

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  AA or technical degree or equivalent professional training
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  Demonstrated problem-solving skills and successful customer support track record in a fast-paced, high-pressure tech industry
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  Experience working with cross-functional teams and individuals of diverse backgrounds
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  Strong professional integrity and sense of ownership
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  Self-motivated, requires minimum supervision, with a proven track record of reliability and a strong work ethic
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  Take assignments with a sense of urgency; deliver solutions and results in a timely manner
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  Excellent communication skills with customers, management, and internal teams
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  Professional English-language proficiency
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  Good business acumen; strong understanding of technical issues, customer service, and business relationships
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  Flexible team player with strong attention to detail, proactive sense of initiative, and responsible working attitude