Service Agent - Residential Solar & Storage

Comcast•West Laurel, MD

About The Position

Comcast brings together the best in media and technology. We drive innovation to create the world's best entertainment and online experiences. As a Fortune 50 leader, we set the pace in a variety of innovative and fascinating businesses and create career opportunities across a wide range of locations and disciplines. We are at the forefront of change and move at an amazing pace, thanks to our remarkable people, who bring cutting-edge products and services to life for millions of customers every day. If you share in our passion for teamwork, our vision to revolutionize industries and our goal to lead the future in media and technology, we want you to fast-forward your career at Comcast. Job Summary The Tier II Service Agent provides advanced technical support and case resolution for customers experiencing solar and battery system issues. This role is responsible for in-depth troubleshooting of solar PV, energy storage, and monitoring systems, coordinating complex case resolutions, and supporting field technicians with diagnostic guidance. The Tier II Agent serves as the escalation point for Tier I Service Agents and plays a key role in ensuring accurate diagnosis, efficient repair coordination, and a superior customer experience.

Requirements

3–5 years of experience in solar technical support, field service, or system monitoring.
Minimum of 2 years hands on solar and storage field experience.
Strong understanding of residential solar PV and battery storage systems, including inverter operation, communication protocols, and grid interconnection.

Responsibilities

Serve as the primary escalation point for complex or unresolved Tier I service cases.
Conduct in-depth troubleshooting of solar PV and battery systems, including inverter faults, communication errors, monitoring issues, and performance irregularities.
Use remote monitoring platforms (Enphase Enlighten, SolarEdge, Tesla, etc.) to assess system health, identify root causes, and recommend corrective actions.
Guide customers through advanced troubleshooting steps when safe and appropriate.
Work directly with manufacturer technical support teams to diagnose product-related issues and coordinate warranty claims or RMA processes.
Coordinate change request generation and tracking.
Own escalated service cases through to resolution, maintaining proactive communication with customers throughout.
Collaborate with Field Service Technicians to provide technical direction, pre-visit diagnostics, and post-visit verification.
Create, review, and update work orders to ensure all required information, materials, and tasks are clearly defined before dispatch.
Validate closure documentation to confirm issues were fully resolved before closing cases.
Partner with Installation, Commissioning, and Quality Assurance teams to identify root causes of recurring issues and recommend process improvements.
Provide feedback to Tier I Agents to enhance their troubleshooting skills and improve first-call resolution rates.
Contribute to the development of troubleshooting guides, internal documentation, and knowledge base articles.
Set up, configure, and maintain solar monitoring platforms and ensure accurate customer access.
Track system performance metrics and proactively identify underperforming systems for.
Understand our Operating Principles; make them the guidelines for how you do your job.
Own the customer experience - think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services.
Know your stuff - be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences.
Win as a team - make big things happen by working together and being open to new ideas.
Be an active part of the Net Promoter System - a way of working that brings more employee and customer feedback into the company - by joining huddles, making call backs and helping us elevate opportunities to do better for our customers.
Drive results and growth.
Support a culture of inclusion in how you work and lead.
Do what's right for each other, our customers, investors and our communities.