Technical Customer Support Specialist

2 weeks ago


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

Position Overview

As a Technical Customer Support Specialist at Q CELLS USA Corp., you will be a vital part of our mission to enhance customer satisfaction and support our growing business. This role focuses on delivering exceptional customer service, providing technical assistance, and ensuring client contentment with our innovative solar products.

Key Responsibilities

  • Respond to customer inquiries via calls, tickets, and emails in a timely and professional manner, ensuring all interactions are documented in our ticket management system.
  • Assist customers with troubleshooting issues related to our solar inverters, battery storage solutions, smart modules, and other residential solar technologies.
  • Take charge of customer satisfaction initiatives, working diligently to achieve positive outcomes.
  • Perform online troubleshooting independently or in collaboration with service partners, addressing concerns with inverters, batteries, and smart PV modules.
  • Analyze customer call patterns and contribute to the development of effective solutions.
  • Identify and escalate technical challenges to management and relevant engineering teams.
  • Recognize and address customer relationship and business challenges, escalating as necessary to management and other departments, including sales and marketing.

Qualifications

  • Associate Degree, Technical Degree, or equivalent professional experience.
  • Proven problem-solving abilities and a successful track record in customer support within a dynamic tech environment.
  • Experience collaborating with cross-functional teams and individuals from diverse backgrounds.
  • Strong professional integrity and a sense of accountability.
  • Self-driven and capable of working independently, demonstrating reliability and a robust work ethic.
  • Ability to prioritize tasks and deliver solutions promptly.
  • Excellent communication skills, both with customers and internal teams.
  • Proficient in English with a solid understanding of technical issues and customer service dynamics.
  • Detail-oriented team player with a proactive approach and responsible work attitude.
  • Authorization to work in the US is required.

Preferred Qualifications

  • Familiarity with Salesforce Service is advantageous.
  • Experience in the Residential Solar Industry is a plus.
  • Knowledge of Module Level Power Electronics and Power Line Communications is beneficial.

Q CELLS USA Corp. is committed to fostering an inclusive workplace and welcomes applications from all qualified individuals.



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