Technical Support Specialist

Job Description

Job Description

Location:

Location: Allen, Texas (this is not a remote position) 

Full-time W-2 ONSITE opportunity (not remote)!

Work Eligibility: 

• Candidates must be legally authorized to work in the United States without requiring employer-sponsored visa sponsorship now or in the future.
• Candidates must have permanent work authorization in the United States. Sol-Ark does not provide visa sponsorship, including but not limited to F-1 CPT, F-1 OPT (including STEM OPT), H-1B, or any other employment-based visa requiring future sponsorship.

What's the opportunity?  

As a Level 1 Technical Support Specialist, you’ll provide front-line support to homeowners, installers, and partners

by troubleshooting technical issues, documenting cases, and guiding customers through next steps. You’ll build

expertise in Sol-Ark products and renewable energy technology while working closely with senior Technical

Support and other internal teams to resolve customer issues and escalate more complex cases when needed

What will you be doing?  

• Provide front-line technical support to customers, installers, and partners via phone, email, and other support
• channels.
• Gather and document customer, installer, product, and system information.
• Perform Level 1 troubleshooting using approved tools, documentation, and procedures.
• Create, maintain, and own assigned Technical Support cases through resolution or appropriate escalation.
• Provide timely customer follow-up and clear next steps.
• Escalate advanced issues to Level 2, Supervisors, Engineering, or other internal teams as needed.
• Submit RMA requests for approval when troubleshooting indicates the issue cannot be resolved through
• Technical Support.
• Clearly communicate troubleshooting findings and expectations to customers and internal teams.
• Participate in ongoing product, technical, and process training.
• Maintain required availability and actively manage open support cases.

What are we looking for?  

• 2+ years of experience in customer support, technical support, troubleshooting, or a similar customer-facing
• environment.
• Strong customer service, communication, and documentation skills.
• Ability to learn and troubleshoot technical products and systems.
• Strong problem-solving skills with attention to detail.
• Strong ownership, accountability, and follow-through.
• Ability to manage multiple cases and priorities in a fast-paced environment.
• Ability to follow processes, recognize when escalation is required, and collaborate across internal teams.
• Knowledge of electrical systems, solar, batteries, or renewable energy is a plus.
• Experience with CRM, ticketing, or contact-center platforms is a plus.
• Bilingual English/Spanish proficiency is a plus.

Benefits:  

We offer a competitive salary, medical, dental, vision, accidental, FSA, HSA, Paid Time Off (PTO), and 401(k). ­­

About Sol-Ark

We are a Veteran-owned solar and battery-based technology manufacturer that exists to make the most reliable, innovative and affordable solar storage solutions to power families and their businesses.  Today, Sol-Ark is a global energy technology leader with over 6 generations of hybrid inverters.  We have rewritten the book on solar.  We design our own patent pending electronics.

If you are passionate about solving problems and learning more about providing energy security for families across the world now is the time to join Sol-Ark!  

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