Technical Customer Service Representative II

Stored Energy Systems•Hatfield Township, PA

12d•Onsite

About The Position

The Technical Customer Service Representative II (CSR II) is a key member of the post-sales support team, responsible for ensuring a positive and professional customer experience. This role provides assistance with troubleshooting, coordination of service and repair activities, and quality oversight related to customer equipment and DC Power Systems. The CSR II works cross-functionally with internal teams to address customer issues promptly and accurately. Additional duties include administrative support and quality review of completed field service work.

Requirements

2+ years in a technical or manufacturing setting related to electronics.
1+ year in customer-facing roles such as service, technical support, or dispatch.
Strong verbal and written communication, with professional phone and email etiquette.
Excellent multitasking, prioritization, and decision-making ability.
High attention to detail, especially with complex or technical matters.
Proficiency with Microsoft Office Suite, VPNs, and network-based file systems.
Strong interpersonal skills and customer-focused attitude.

Nice To Haves

Associate degree or trade school certification.
Familiarity with reading schematics or using diagnostic tools like a voltmeter.
Experience reviewing or inspecting field service work or technical installations.
Experience with networking troubleshooting.
Experience with battery or charger systems, generators, or telecommunications.

Responsibilities

Serve as the initial and second-level contact for customer service and support.
Identify customer needs and coordinate with internal departments (Sales, Service, Technical Support, Production, and Management).
Provide troubleshooting guidance and direct customers to online resources such as manuals, technical documentation, and software updates.
Monitor and respond to live chat requests via the company website and route inquiries accordingly.
Handle administrative follow-up for product returns and repairs.
Generate return/repair requests and manage customer interactions in the ticketing system.
Collect and document key service details including shipping preferences, problem descriptions, and service expectations.
Conduct quality review and documentation of completed field service installations to ensure work meets company standards and customer expectations.
Follow up with customers post-installation to verify resolution, satisfaction, and identify any lingering or new issues.
Assist with customer billing, invoicing issues, credit issuance, and adjustments.
Perform clerical duties such as filing, proofreading, report generation, and basic technical documentation.