We are seeking a Technical Support Specialist with a strong background in solar energy, battery storage, and electrical systems to join our team. The ideal candidate will have hands-on experience with residential or commercial solar installations, battery storage solutions, inverters, and electrical wiring. This role involves providing technical support, troubleshooting, and customer assistance, ensuring a seamless experience with our energy solutions.
Key Responsibilities:
Customer Support & Troubleshooting: Deliver exceptional customer service via phone, email, and chat, assisting with solar product inquiries, technical troubleshooting, warranty claims, and post-sales support.
Technical Expertise: Maintain up-to-date knowledge of solar panels, battery storage, inverters, charge controllers, electrical wiring, and energy management systems to educate and assist customers.
Installation & System Guidance: Provide basic installation support, electrical wiring guidance, system configuration assistance, and troubleshooting for installers, electricians, and end-users.
Electrical System Troubleshooting: Assist with circuit breaker compatibility, electrical load calculations, wiring configurations, and grid-tied vs. off-grid system support.
Order Processing & Tracking: Assist customers with order status, shipping, returns, and replacements, while coordinating with internal teams for efficient resolution.
Issue Resolution: Handle technical escalations, diagnose solar, battery, and electrical issues, and collaborate with engineering teams to provide solutions.
Documentation & Reporting: Maintain accurate customer records in CRM systems, document recurring technical and electrical issues, and provide feedback for product and service improvements.
Cross-Functional Coordination: Work closely with sales, engineering, and operations teams to enhance the overall customer experience.
Upselling & Product Recommendations: Identify customer needs and recommend appropriate solar, battery storage, or electrical accessories and upgrades.
Qualifications & Requirements:
Experience in solar, battery storage, and electrical systems (e.g., customer support, sales support, installer, electrician, or technical support role).
Familiarity with solar panels, inverters, batteries, electrical wiring, circuit breakers, and load management.
Strong problem-solving skills in solar, battery, and electrical system troubleshooting.
Ability to interpret wiring diagrams, schematics, and electrical blueprints.
Experience working with grid-tied, off-grid, and hybrid solar + battery storage systems.
Understanding of NEC (National Electrical Code), electrical safety regulations, and permitting processes.
Ability to multi-task in a fast-paced environment while maintaining high customer satisfaction.
Proficiency in CRM software, support ticketing systems, and technical documentation.
Bilingual (Chinese/English) is a plus.
Preferred Skills:
Hands-on experience with solar panel, battery storage, and inverter troubleshooting.
Knowledge of electrical load calculations, panel upgrades, and interconnection requirements.
Understanding of solar warranties, installation best practices, and regulatory compliance.
Previous experience supporting D2C, distributor, or installer networks in the renewable energy sector.
Compensation & Benefits:
Competitive salary + performance incentives
Health, dental, and vision benefits
Employee discounts on solar and battery storage products
Career development opportunities in the fast-growing renewable energy industry