Technical Service Representative

Technical Service Representative

The mission of sonnen's technical support team is to ensure every customer has an excellent experience by solving problems, educating customers, and helping to improve the quality of sonnen's products.

The Technical Service Representative is directly involved with the success of this mission and ensures its success by supporting sonnen customers by proactively solving technical problems, addressing inbound calls, and resolving technical issues. The Technical Service Representative is a technical position that understands the sonnen product, typical sonnen installations, and photovoltaic (PV) systems, and is skilled at troubleshooting sites remotely to find and solve problems. This is a technical role, often filled by employees with previous technical experience in the solar or energy storage field, or by promotion from the Customer Service Representative career path. This position is the first technical role in a strong career path within the technical service team, with advancement potential to Level 2 Technical Service Representative, Applications Engineer, Field Service, or Service Management.

Key Responsibilities

• Answer inbound calls and emails with the goal of resolving technical problems with the operation of the sonnen product, educating customers on the use and of sonnen products, and helping customers with administrative requests.
• Support partners on technical troubleshooting as well as installation.
• Support partners by proactively servicing products whenever a technical problem is identified.
• Use Salesforce to document all relevant calls, emails, and case activity to ensure proper data capture.
• Use Salesforce to escalate cases to Tech Support Specialists, Level 2 Tech Support, and Field Service when said cases can no longer be moved forward by Level 1 service technicians
• Continually improve understanding of technical information, with the goal of becoming a product expert

Skills and Qualifications

• 1-3 years technical or customer support experience
• Excellent telephone and Microsoft Office Suite experience
• Strong oral and written skills and interpersonal communication skills
• Highly organized with the ability to clearly organize thoughts, schedules, and data.
• Strong interests in technology- renewable energy, and/or energy storage interest are highly beneficial.
• Ability to understand technical information and communicate such information to non-experts.
• Enthusiasm, creativity, and a desire to learn.
• Intelligent, accountable, and self-assured mentality with a strong work ethic.
• Bi-lingual English/ Spanish speaking skills would be nice.

People who typically do well here

• People who formerly held technical roles in telecommunications
• People who used to be electricians or solar installers, only to realize that they strongly prefer working in air-conditioned environments.
• People with amazing can-do attitudes. We can teach you what you don't know.