- Demonstrate strong customer service skills to provide phone support including:

- Listening to the customer to gain an accurate understanding of the situation

- Being empathetic to the customer’s situation and having a sense of urgency to resolve the issue

- Providing accurate, detailed documentation in our internal ticket tracking system as well as via emails both internally and externally

- Strong communication skillsStrong technical skills and the ability to learn quickly

- Responsible for high quality end-user technical support, related to solar inverters and solar site functions

- Attention to detail, follow through, teamwork focus and positive attitude.

- An understanding of technical terms specific to solar and the ability to apply that knowledge to support all existing systems

- Supports all aspects of client support and immediate needs while demonstrating professionalism and composure on the phone, via phone calls and emails

- Create a positive customer support experience, build rapport and trust with our customers through professional attitude and approach to each problem with understanding and urgency

- Ensuring timely resolution or escalation by providing strong problem-solving skills and thinking logically of the next best step

- Business impact evaluation and communicating the status to the customer and internal teams promptly

- Identifies and works with internal teams to provide guidance and support

- Focus on clear communications and customer service principles without becoming unprofessional in difficult situations

- Provides investigation of issue, diagnosis, and troubleshooting via strong communication both verbal and written

- Participate in continual training to increase efficiency and knowledge of current and new products, troubleshooting methods and processes