Customer Support Coordinator

POSITION DESCRIPTION

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. Understand how solar systems are sold, designed and constructed. Review operational procedures and ensure conformance to industry best practices. Required Qualifications Solar Industry experience (Renewable). Associate’s 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. Impeccable attention to detail. Ability to exercise strong organizational, problem‑solving and analytical skills. Detailed, analytical thinker. Excellent oral and written communication skills. Proficiency in Excel. Process driven while finding long‑term solutions. Ability to work in a fast‑paced environment. Physical, Mental & Environmental Demands These are requirements normally expected to perform regular job duties. Incumbent must be able to successfully perform all of the functions of the job with or without reasonable accommodation. Mobility Standing – 20% of time Sitting – 70% of time Walking – 10% of time Strength Pulling – up to 10 pounds Pushing – up to 10 pounds Carrying – up to 10 pounds Lifting – up to 10 pounds Dexterity (F = Frequently, O = Occasionally, N = Never) Typing – F Handling – F Reaching – F Agility (F = Frequently, O = Occasionally, N = Never) Turning – F Twisting – F Bending – O Crouching – O Balancing – N Climbing – N Crawling – N Kneeling – N Salary Range The salary range is required by the California Pay Transparency Act and may differ depending on the location of those candidates hired nationwide. Actual compensation is influenced by a wide array of factors including but not limited to, skill set, education, licenses and certifications, essential job duties and requirements, and the necessary experience relative to the job’s minimum qualifications. This target salary range is for CA positions only and should not be interpreted as an offer of compensation. You may view your privacy rights by reviewing Qcells' Privacy Policy or by contacting our HR team for a copy. #J-18808-Ljbffr Qcells North America