The Technical Support Technician at the client plays a crucial role in providing technical assistance and support to customers, internal teams, and field technicians. This position is responsible for troubleshooting and resolving technical issues related to solar energy solutions and electrical equipment. The ideal candidate should possess strong technical knowledge, excellent problem-solving skills, and exceptional customer service abilities
Technical Support:
-
- Provide prompt and effective technical support to customers and internal stakeholders via phone, email, or in-person.
- Troubleshoot and resolve technical issues related to solar energy solutions, electrical equipment, and installations.
- Diagnose problems, identify root causes, and develop solutions or workarounds to restore functionality.
- Document and track all customer interactions and technical issues in the support ticketing system.
Customer Service:
-
- Guide customers through troubleshooting processes and provide clear instructions and explanations.
- Escalate complex technical issues to senior technical support staff or relevant departments, as required.
- Follow up with customers to ensure successful resolution of technical problems and customer satisfaction
Product Knowledge and Documentation:
- Maintain a deep understanding of the company’s solar energy solutions, electrical equipment, and installation processes.
- Stay up to date with industry trends, new product releases, and advancements in solar technology.
Quality Assurance:
- Conduct quality checks on completed installations and repairs to ensure compliance with company standards and specifications.
- Perform testing and inspections to verify the functionality and performance of solar energy systems and electrical equipment.
Continuous Learning and Development:
- Participate in training programs, workshops, and seminars to enhance technical skills and knowledge, keep abreast of industry advancements, best practices, and emerging technologies in solar energy and electrical equipment.
Requirements:
- Diploma or degree in Electrical Engineering, Renewable Energy, or a related field. OR
- Trade qualification
- Proven experience as a Technical Support Technician or in a similar technical role.
- In-depth knowledge of solar energy systems, electrical equipment, and related components.
- Proficient in troubleshooting techniques and diagnostic tools for identifying and resolving technical issues.
- Excellent problem-solving and analytical skills with the ability to think critically and adapt to changing situations.
- Familiarity with industry standards and regulations related to solar energy and electrical installations.
- Strong attention to detail and accuracy in documenting technical issues and resolutions.
- Valid driver’s license and willingness to travel to various locations for on-site technical support when required