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Sungrow Power Supply Co., Ltd. · 1 month ago

Product Support Technician - PV Inverters

United States

Contract

Remote

New Grad, Entry Level

$65K/yr - $85K/yr

Sungrow Power Supply Co., Ltd. is a globally recognized renewable energy company specializing in solar and energy solutions. The Product Support Technician will play a key role in providing technical support for solar inverters, ensuring high-quality customer service and effective problem resolution for clients in the solar and battery plant sectors.

EnergyEnvironmental ConsultingRenewable Energy

No H1B

Responsibilities

Demonstrate strong customer service skills to provide phone support including:

Listening to the customer to gain an accurate understanding of the situation

Being empathetic to the customer’s situation and having a sense of urgency to resolve the issue

Providing accurate, detailed documentation in our internal ticket tracking system as well as via emails both internally and externally

Responsible for high quality end-user technical support, related to solar inverters and solar site functions

An understanding of technical terms specific to solar and the ability to apply that knowledge to support all existing systems

Supports all aspects of client support and immediate needs while demonstrating professionalism and composure on the phone, via phone calls and emails

Create a positive customer support experience, build rapport and trust with our customers through professional attitude and approach to each problem with understanding and urgency

Ensuring timely resolution or escalation by providing strong problem-solving skills and thinking logically of the next best step

Perform routine audits of the receiving and shipping processes to ensure accuracy and efficiency

Identify gaps in process execution and recommend corrective actions to the Warehouse Manager

Verify the accuracy of inventory transactions in the Warehouse Management System

Collaborate with warehouse teams to ensure adherence to standard operating procedures (SOPS)

Business impact evaluation and communicating the status to the customer and internal teams promptly

Identifies and works with internal teams to provide guidance and support

Focus on clear communications and customer service principles without becoming unprofessional in difficult situations

Provides investigation of issue, diagnosis, and troubleshooting via strong communication both verbal and written

Participate in continual training to increase efficiency and knowledge of current and new products, troubleshooting methods and processes

Qualification

Technical supportSolar industry experienceProblem-solving skillsMicrosoft Office SuiteCommunication skillsCustomer service skillsAttention to detailTeamwork focusSelf-motivated