Technical Support Representative
On-siteReno, Nevada, United States
Job Summary
Answer inbound calls and respond to emails from Dealer Technicians regarding standard to complex technical service issues. Troubleshoot with field technicians to resolve increasingly complex product problems, perform on-site diagnosis and repair as required, and document unknown issues. Authorize warranty repairs by sending parts, instruct new technicians on warranty systems, and make decisions on warranty concessions. Track and analyze product failure trends to recommend changes while mentoring less experienced representatives. Handle escalated calls and advocate for product or document modifications. Requires 3 years of related technical experience and knowledge of inverter and solar+battery functions.
Required Qualifications
- Associates Degree or equivalent experience in relevant technical field
- 3 years related technical experience
- Strong understanding of basic mechanical and electrical (AC/DC) theory
- Excellent Customer Service skills
- Excellent written and verbal communication skills in a professional and technical manner
- Active listening skills
- Deep understanding and knowledge of inverter and solar+battery function
- Ability to remain calm in high-stress situations
- Strong knowledge of Microsoft office suit
- Leadership and team competencies
- Ability to effectively communicate technical concepts, regardless of varying degrees of customers' technical experience
- Ability to work independently and make decisions in the best interest of the customer and the company
- Advanced trouble shooting skills with emphasis on creative problem solving
- Advanced knowledge of system integration and device programming
- Ability to lift up to 25 pounds
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