Customer Service Specialist - Mid Atlantic

Qcells North America is a leader in solar and battery technology, seeking a Customer Service Specialist to be the first point of contact for customers and installers. This role involves providing product information, technical support, and ensuring high standards of service excellence while managing customer inquiries and issues.

Responsibilities:

• Provide information to customers regarding existing solutions and knowing when to escalate. Handle inbound calls, emails, and live chat inquiries from customers regarding solar product issues or concerns
• Provide basic technical support and troubleshooting for common solar system issues, guiding customers through problem-solving steps
• Open, manage, and track customer service tickets, ensuring timely resolutions and follow-ups
• Identify when issues need to be escalated to technical specialists or on-site service teams and ensure smooth handovers
• Maintain accurate records of customer interactions, troubleshooting steps, and issue resolutions in our CRM system
• Work closely with the technical, sales, and service teams to resolve customer issues and improve the overall support experience
• Provide guidance on proper system usage and maintenance to minimize repeat issues
• Meet or exceed performance targets related to customer satisfaction, response times, and ticket resolution

Requirements:

• Education: Associate degree in the following or similar; Technical, Computer Science, Information Technology, Engineering, Business, Education, Statistics, Technology Management, or Mathematics or equivalent experience
• Experience: + 1+ years in the solar industry, with an understanding of solar products, systems, and common issues customers may face. + 2-5 years of experience in customer support or a related role, preferably in a technical or energy sector
• Technical Knowledge: Basic understanding of solar energy systems (PV and BES) and ability to communicate technical concepts to non-technical customers
• Communication Skills: Excellent verbal and written communication skills; able to explain complex information clearly and concisely
• Problem-Solving: Strong troubleshooting abilities and a solution-oriented mindset
• CRM Proficiency: Experience with customer support software (e.g., Salesforce, Zendesk) and ticketing systems
• Adaptability: Ability to handle a fast-paced, high-volume environment with shifting priorities
• Teamwork: Collaborative spirit, with a willingness to work closely with various teams to ensure a seamless customer experience
• Attention to Detail: Strong organizational skills and ability to document issues and resolutions meticulously
• Travel: up to 10% for training or onsite team meetings
• Experience with Salesforce Service a plus
• Bilingual in English and Spanish a plus