Technical Service Representative Bilingual

6 days ago

Tucker, Georgia, United States Sonnen Inc Full time
Job Summary

Sonnen Inc is seeking a highly skilled Technical Service Representative to join our team. As a Technical Service Representative, you will be responsible for providing exceptional technical support to our customers, ensuring their experience is excellent by solving problems, educating customers, and helping to improve the quality of our products and our partners' and customers' experience.

The Technical Service Representative is a technical position that understands the sonnen product, typical sonnen installations, and PV systems, and is skilled at troubleshooting sites remotely to find and solve problems. This is a technical role, often filled by employees with previous technical experience in the solar or energy storage field, or by promotion from the Customer Service Representative career path.

Key Responsibilities

  • Answer inbound calls and emails with the goal of resolving technical problems with the operation of the sonnen product, solving sonnen problems and identifying problems that originate outside of the sonnen
  • Support partners on scheduled technical troubleshooting appointments
  • Support partners by pre-emptively servicing products whenever a technical problem is identified
  • Use Salesforce to document relevant call, email, and case activity to ensure proper data capture
  • Use Salesforce to escalate cases to Tech Support Specialists, Level 2 Tech Support, and Field Service when they can no longer be moved forward by service technicians
  • Continually improve understanding of technical information, with the goal of becoming a product expert

Requirements

  • 1-3 years technical or customer support experience
  • Excellent telephone and Microsoft Office Suite experience
  • Strong oral and written skills and interpersonal communication skills
  • Highly organized with the ability to clearly organize thoughts, schedules, reports, and databases
  • Strong interests in technology, renewable energy, and or energy storage are highly beneficial
  • Ability to understand technical information and communicate such information to non-experts
  • Enthusiasm, creativity, and a desire to learn
  • Intelligent, accountable, and self-assured mentality with a strong work ethic
  • Bi-lingual English/ Spanish speaking skills are preferred, but not required

Position Key Results and KPIs include:

  • Key Result: Resolve assigned cases in a timely manner
    1. KPI: Time2Close, number of cases closed per month, reopen rate for closed cases
  • Key Result: Provide excellent customer experience and support to users and installers
    1. KPI: Customer feedback score (NPS)

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