Customer Service Specialist - Northeast

Qcells North America is a leading company in Solar and Battery Technology, seeking a Customer Service Specialist. This role involves being the first point of contact for customers, providing product information, technical support, and ensuring high standards of service excellence.

Responsibilities:

• Customer Assistance: 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
• Troubleshooting: Provide basic technical support and troubleshooting for common solar system issues, guiding customers through problem-solving steps
• Case Management: Open, manage, and track customer service tickets, ensuring timely resolutions and follow-ups
• Escalation: Identify when issues need to be escalated to technical specialists or on-site service teams and ensure smooth handovers
• Documentation: Maintain accurate records of customer interactions, troubleshooting steps, and issue resolutions in our CRM system
• Collaboration: Work closely with the technical, sales, and service teams to resolve customer issues and improve the overall support experience
• Customer Education: Provide guidance on proper system usage and maintenance to minimize repeat issues
• Performance Metrics: Meet or exceed performance targets related to customer satisfaction, response times, and ticket resolution

Requirements:

• Associate degree in the following or similar; Technical, Computer Science, Information Technology, Engineering, Business, Education, Statistics, Technology Management, or Mathematics or equivalent 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
• Basic understanding of solar energy systems (PV and BES) and ability to communicate technical concepts to non-technical customers
• Excellent verbal and written communication skills; able to explain complex information clearly and concisely
• Strong troubleshooting abilities and a solution-oriented mindset
• Experience with customer support software (e.g., Salesforce, Zendesk) and ticketing systems
• Ability to handle a fast-paced, high-volume environment with shifting priorities
• Collaborative spirit, with a willingness to work closely with various teams to ensure a seamless customer experience
• Strong organizational skills and ability to document issues and resolutions meticulously
• up to 10% travel for training or onsite team meetings
• Experience with Salesforce Service a plus
• Bilingual in English and Spanish a plus