Customer Support Specialist

3 days ago

Irvine, California, United States Q CELLS USA Corp. Full time
Job Description

As a Customer Support Engineer at Hanwha Q CELLS America, you will play a crucial role in delivering exceptional customer service and technical support to our customers. This position is responsible for providing timely and professional assistance to customers, resolving technical issues, and ensuring customer satisfaction.

The successful candidate will be a key contributor to our customer service team, working closely with cross-functional teams to provide solutions to customers. This position reports to the Head of Residential Engineering or another management personnel designated by the President of the Company.

This position is based in the SF Bay Area or Irvine, CA, and working hours are Monday through Friday, from 8:00am to 5:00pm or 9:00am to 6:00pm local time. Remote schedule may be considered. Overtime and weekend working hours will be required as needed. This position is expected to travel up to 20% for field troubleshooting or customer support.

Responsibilities
  • Answer inbound calls, tickets, and emails from customers in a prompt and professional manner.
  • Document all information electronically into a ticket management software tool.
  • Troubleshoot customer questions regarding the Qcells line of inverters, battery storage, smart modules, and other residential solar products.
  • Take ownership of customer satisfaction topics and generate results in a timely manner.
  • Conduct on-line troubleshooting as needed, either independently or in collaboration with service vendors, and including inverters, batteries, and smart PV modules.
  • Note customer call trends and help develop & document solutions.
  • Identify technical barriers and escalate to management, as well as engineering teams in products, technologies, and applications.
  • Identify customer relationship and business barriers and escalate to management, as well as other organizations, including sales, marketing, and legal.
Requirements
  • Associate Degree, Technical Degree, or Equivalent professional training.
  • Demonstrated problem-solving skills and successful customer support track record in a fast-paced, high-pressure tech industry.
  • Experience working with cross-functional teams and individuals of diverse backgrounds.
  • Strong professional integrity and sense of ownership.
  • Self-motivated, requires minimum supervision, with a proven track record of reliability and a strong work ethic.
  • Take assignments with a sense of urgency; deliver solutions and results in a timely manner.
  • Excellent communication skills with customers, management, and internal teams.
  • Professional English-language proficiency.
  • Good business acumen; strong understanding of technical issues, customer service, and business relationships.
  • Flexible team-player with a strong attention-to-detail, pro-active sense of initiative, and responsible working attitude.
  • Must be authorized to work in the US.
Preferred Qualifications
  • Experience with SalesForce Service a plus.
  • Experience within Residential Solar Industry a plus.
  • Experience with Module Level Power Electronics and Power Line Communications a plus.

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