Technical Support Specialist

Job Summary: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 supportTechnical 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 supportelectrical wiring guidance, system configuration assistance, and troubleshooting for installers, electricians, and end-usersElectrical System Troubleshooting: Assist with circuit breaker compatibility, electrical load calculations, wiring configurations, and grid-tied vs. off-grid system supportOrder 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 upgradesQualifications & 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 managementStrong problem-solving skills in solar, battery, and electrical system troubleshootingAbility to interpret wiring diagrams, schematics, and electrical blueprintsExperience working with grid-tied, off-grid, and hybrid solar + battery storage systemsUnderstanding of NEC (National Electrical Code), electrical safety regulations, and permitting processesAbility to multi-task in a fast-paced environment while maintaining high customer satisfaction.Proficiency in CRM software, support ticketing systems, and technical documentationBilingual (Chinese/English) is a plus.Preferred Skills:Hands-on experience with solar panel, battery storage, and inverter troubleshootingKnowledge of electrical load calculations, panel upgrades, and interconnection requirementsUnderstanding of solar warranties, installation best practices, and regulatory compliancePrevious experience supporting D2C, distributor, or installer networks in the renewable energy sectorCompensation & Benefits:Competitive salary + performance incentivesHealth, dental, and vision benefitsEmployee discounts on solar and battery storage productsCareer development opportunities in the fast-growing renewable energy industryLocation: Onsite-Fremont, CA

Created: 2025-02-15