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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  
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