The purpose of this role is to provide exceptional customer service to our North American Solar accounts. The technical support level 1 agent will ensure that the best service is being offered to our customers and that any issues that may arise are dealt with in a timely and effective manner.
Technical aptitude in electrical and electronic as well as knowledge of solar systems is a must for this position. The technical support level 1 is the first point of contact for customer support and is the link to the Commercial Team, Supply Chain, Logistics and Quality.
General Job Responsibilities
To perform this job successfully, an individual must be able to perform each primary duty satisfactorily.
Troubleshoot and advise on the functioning of Solar inverters and other equipment and PV related devices, remotely with a primary focus on battery-based inverters, grid-tie inverts and related monitoring.
Ensure timely response to client requests technical questions and related functioning queries.
Ensure all customers’ queries as well as claims are investigated and timely resolved, escalating issues if appropriate.
Act as an L1 (Technical Level) and support customers remotely.
Handle all internal and external customer service requests in the CRM.
Follow-up with clients regarding all open issues.
When trends or repetitive claims are spotted raise the issue accordantly.
Maintain data quality the management tools.
Communicate effectively between other groups within the company.
Other duties may be assigned.
Two Year Associates (two-year technical diploma) or electric engineering degree
One-three years of troubleshooting and technical support (e.g. electrical equipment, IT Support, software, computers,).
Is a plus three years PV (Photovoltaic >
the transforming of light waves to electricity) work experience
Knowledge of PV Inverters and power electronics. Knowledge of PV systems (preferred)
Knowledge of Networks functioning (Ethernet / Canbus / Protocols)
Detailed and Accurate Data Entry
Advanced ability to use Microsoft Office programs including but not limited to, Word, Excel and PowerPoint
English level C1
https : / / www.facebook.com / BoschCostaRica