What is your missionUnder general supervision, in an inbound call center/office environment, a technical advising agent will provide technical support to our Vendors and End-users by performing a question-based diagnosis while guiding users through step-by-step solutions. Solutions include but are not limited to Installing and powering down solar systems and verifying the proper installation of solar components such as solar panels, charge controllers, and battery systems. Agents will also assist with troubleshooting using traditional testing methods such as continuity and polarity tests. Support must always be provided by clearly communicating technical solutions in a user-friendly and extremely professional manner. Technical Advisors will assist with solar system design, placing orders on our portal, and assisting with any installation questions.
You will provide the best service to our partner client by performing these tasks:
Deliver service and support to end-users and Dealers via phone, email, or internal case management system.
Interact with customers to provide and process information in response to queries, concerns, and requests about products and services.
Diagnose and resolve technical hardware and software issues involving connectivity, and performance, and educate end-users on the functionality and capabilities of respective components.
Post-sales support including installation and wiring of components. Software training, first-time set up, installation walk-through, troubleshooting, and execution of warranties.
Accurately provide technical solutions and record all customer interactions and call transactions on the computer and designated tracking software.
Offer alternative solutions where appropriate with the objective of retaining customers and clients business.
Organize ideas and communicate oral messages appropriate to listeners and situations.
Follow up and make scheduled callbacks to customers where and when necessary.
Process part orders and assist the department.
Consults with users to determine steps and procedures taken to identify and resolve the problem.
Performs other related duties as assigned.
Excellent verbal and written communication skills.
Excellent interpersonal and customer service skills.
Professional and pleasant telephone manner.
Ability to explain technical issues to technical and non-technical employees and customers.
Strong analytical and problem-solving skills.
Proficient with Microsoft Office Suite or related software.
Proficient with or the ability to quickly learn an array of computer hardware and software.
Team player with a positive and proactive attitude
Handy and quick in responding to and resolving issues.
College Undergraduate
At least three years of experience in customer technical support is highly preferred.
Above-industry salary package and incentives
Comprehensive HMO benefits and life insurance from day 1
Free learning and development courses for your personal and career growth
Dynamic company events
Opportunities for promotion
Free meals and snacks
Job Type: Full-time
Schedule:
Monday to Friday
Night shift
