Solar PV Support Specialist - Email & Chat

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

You will be handling a high volume of 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 support with customers - helping figure out issues with their solar kits
Troubleshooting & issue resolution live chat and email
Assisting customers with line diagrams, pv input voltage, wiring solar panels and more
Product design, uploads & recommendations
Basic administrative assistance
Assisting fulfillment 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 product specialist will work Monday to Friday 11am-7pm EST.

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

Responsibilities:

Provide troubleshooting and technical support
Design custom off-grid solar systems in AutoCad / design software
Assist fulfillment 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)
Strong background in PV & electrical designs and/or support
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.

Bonus Experience:

Experience using solar kit design software (ability to design off grid solar systems)
Familiar with brands and products in the off grid, portable and emergency backup solar power space
Experience installing or selling off-grid (or grid tie) solar power systems

Apply for this position