Customer Support Specialist

Sol-Up - Nevada•Paradise, NV

3d•$18 - $22•Onsite

About The Position

The Solar Customer Support Specialist provides exceptional service to customers by addressing inquiries, resolving issues, and offering support related to solar products and services. This role involves responding to customer questions, troubleshooting technical problems, and ensuring a positive customer experience throughout the lifecycle of their solar systems.

Requirements

Typically requires a High School diploma or equivalent with at least 1-2 years of customer service experience, preferably in the renewable energy or technology sector. Experience with solar energy systems and products is a plus.
MacOS and Google Workspace apps experience preferred.
Strong problem-solving and analytical abilities.
Effective organizational and prioritization skills, able to work in a fast-paced environment and balance tasks.
Strong written and verbal communication skills to effectively communicate with employees at all levels of the organization, customers, as well as external stakeholders.
Excellent interpersonal skills to build and maintain positive relationships with employees, management, and external contacts.
Must have reliable attendance and transportation to the office.
Authorized to work in the United States.

Responsibilities

Respond to customer inquiries via phone, email, and chat in a timely and professional manner by assessing hardware, software, and network related issues on solar systems.
Provide detailed information about solar products, services, and installation processes.
Enthusiastically assist customers with understanding their solar energy systems and usage.
Diagnose and troubleshoot technical issues with solar systems.
Coordinate with technical support and field service teams to resolve customer issues.
Determine the validity of product replacement requests and minimize replacements.
Follow up with customers to ensure satisfactory resolution of their concerns.
Update customer accounts with relevant information, service records, and notes.
Process orders, service requests, and warranty claims.
Assist customers with billing inquiries and payment processing.
Educate customers on solar energy benefits, system maintenance, and energy-saving tips.
Provide guidance on monitoring and optimizing solar system performance.
Create and update support documentation, FAQs, and troubleshooting guides.
Gather customer feedback and relay it to the appropriate teams for product and service improvements.
Identify recurring issues and suggest solutions to enhance customer satisfaction.
Participate in training sessions to stay updated on product knowledge and customer service best practices.
Use designated system applications to manage various aspects of the job (Google Workspace, Mac OS, CRMs)
Demonstrate a pleasant and professional disposition with each customer and employee.
Represent Sol-Up and our brand with professionalism, integrity, and passion.
Responsible for observing all laws, regulations and other applicable obligations wherever and whenever business is conducted on behalf of the Company.
Performs other duties as assigned.