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Technical Customer Support Representatives

Position
Summary:
The Technical Customer Support Representative will professionally represent our client by answer calls in a call center environment providing technical support to customers and contractors in the troubleshooting and diagnosis of operational problems encountered in single and three-phase solar inverters for photovoltaic installations.

Position Located in Grass Valley, California

Duties and Responsibilities
Answer inbound calls and e-mails from customers and contractors in a prompt, knowledgeable, and courteous manner documenting all information into call tracking system
Provide support in the troubleshooting and diagnosis of grid tie solar inverter issues encountered in the installation and start up products by using general knowledge, product schematics, data stored in knowledgebase, and other sources of information available.
Work together with operations to validate the authorization to release parts needed to solve problems encountered by customers and contractors.
Provide updates to knowledge database used by other technical support representatives with new troubleshooting information discovered in the resolution of customer calls.
Manage the monitoring database of customer installations.
Document all activity in SalesForce and other database software platforms.
Create layouts on the monitoring site at customer's request
Excellent interpersonal skills and proven ability to build rapport and establish/keep working relationships with customers, peers and managers.
Ability to communicate distinctly and effectively in English using proper grammar to effectively answer all customer inquiries promptly and accurately.
General understanding of Microsoft Office products and the ability to adapt to other computer systems quickly and utilize them efficiently while on the phone with a caller.

Job Requirements
At least two years of experience in professional customer service and in technical helpline or remote support.
Basic understanding of IP network technology would be advantageous.
Experience with solar electric products and National Electric Code (NEC) is helpful.
Exceptional listening and questioning skills.
Outstanding verbal and written communications skills.
Ability to multitask in a very fast-paced environment.

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