Technical Solar PV Support Specialist

We’re looking to hire a Technical Solar PV Support Specialist to join our fast growing eCommerce business where we specialize in the sale and installation support of off-grid, portable, hybrid, and emergency backup solar power systems.

You will be handling a high volume of inbound phone calls, live chats and emails all relating to off-grid solar power systems that customers have purchased from us.

Some of your day to day tasks will include:
– Technical phone support with customers – helping figure out issues with their solar kits
– Troubleshooting & issue resolution via phone, live chat and email
– Assisting customers with line diagrams, pv input voltage, wiring solar panels and more
– Basic administrative assistance
– Assisting fulfilment and customer service teams with technical knowledge on product exchanges and alternatives

Following 2 weeks of training and shadowing, you will be responding and helping our customers as well as designing custom solar kits. Our Technical Solar PV Support Specialist will work Monday to Friday 9:30am-5:30pm EST.

We believe in supportive teams, an inclusive work environment and providing growth opportunities within your role.

Please address your cover letter to Mr. Golden Sun.

Responsibilities:
Provide troubleshooting and technical support via phone, email and live chat
Assist fulfilment team with technical knowledge and product recommendations
Assist the product design team with technical knowledge and product recommendations
Uncover and understand customer needs and translate them into requirements.
Assess and address technical risks on customer systems
Provide internal and customer training on how to use products.

Key Requirements For The Role:
STRONG English (verbal & written)
Experience using solar kit design software (ability to design off grid solar systems)
Experience installing or selling off-grid (or grid tie) solar power systems
Familiar with brands and products in the off grid, portable and emergency backup solar power space
Strong customer service skills
Have appropriate remote work set-up – such as quiet space, stable internet connection, and a back-up location in case of issues with the primary location.
Available to work full-time (40 hours per week) on a consistent schedule
Proficiency with technology paired with excellent typing skills.
Possess high level of understanding, patience and empathy
Are committed to continuous growth and learning. You understand that every challenge is an opportunity and you get excited about learning new things.
Ensure privacy and security practices are followed at all times for both customers and the business.
Strong background in PV electrical designs and support