Customer Support Coordinator

Q CELLS Home Energy Solutions seeks an experienced Customer Support Coordinator for our post PTO Customer Support Team. As a customer support person on this team, you will play an instrumental role in the growth of our business, particularly in customer support, technical support and customer satisfaction. The successful candidate will effectively handle case management and customer experience. The ideal candidate will be a strategic thinker with experience supporting customers in the renewable energy sector. The ideal candidate is an experienced professional with strong analytical skills, great attention to detail, with problem solving and communication skills. This position will be based out of our office in Irvine, CA with a potential in-office schedule set at the direct manager’s discretion in accordance with the company policies and procedures. Remote work may be considered for exceptional cases.

RESPONSIBILITIES:

Manage customer tickets, emails and calls from customers in a prompt and professional manner. Troubleshoot customer questions regarding Q CELLS line of residential solar products, including battery storage, smart modules, and other residential solar products. Take ownership of customer experience, including complex customer escalations. Analyze system monitoring and performance data Become a subject matter expert on the Q CELLS Q.Home battery system for residential applications. Conduct analysis of net-metering and solar buyback programs in CA, TX and FL. Assist with commissioning of systems. Program ESS to complex E-TOU modes and complete firmware updates. Coordinate engineers and vendors to resolve installation problems. Understanding of how solar systems are sold, designed and constructed. Review operational procedures and ensure conformance to industry best practices.

REQUIRED QUALIFICATIONS:

Solar Industry experience (Renewable) Associates degree preferred in business, economics, communications or other related field with a minimum of 4+ years of professional work experience OR bachelor's degree preferred in business, economics, communications or other related field with a minimum of 2-5+years of professional experience including 2+ years of experience in solar customer service. Ability to exercise strong organizational, problem-solving and analytical skills. Detailed, analytical thinker. Excellent oral and written communication skills. Excel Process driven while finding long-term solutions. Ability to work in a fast-paced environment. Up to 10% of travel Hanwha Q CELLS America Inc. ("HQCA") is a Qcells company, one of the worlds largest manufacturers and providers of solar photovoltaic (PV) products and solutions. Headquartered in Irvine, California, HQCA has been rapidly expanding its business in North America through the expansion of products and solutions, including distributed energy solutions, direct-to-homeowner solar sales and financing, and EPC services. We provide an opportunity to be part of an exciting and growing world-class global business in an interesting and expanding industry of the future. This position requires the ability to perform the essential functions of the position, with or without reasonable accommodation. Periodic travel and site visits may be required. #J-18808-Ljbffr Qcells North America