Job Purpose
The Hotline Support Technician/ Engineer role is to delight customer through assisting with online support and telecommunication. This is a highly impactful role, requiring a generalist’s mindset and an eagerness to learn and develop a broad expertise of CPS’s products, across the electrical, and software domains. As technical support personnel, you would be responsible for assisting customer with CPS inverters issues at site through phone and remote monitoring portal.
Duties and Responsibilities
• Support installers and field technicians across phone and email channels by answering common questions, troubleshooting technical issues, and resolving technical requests.
• Provide feedback for the enhancement and development of existing products based on customer and installer input.
• Monitor Solar sites for customer and provide regular update on the inverter error.
• Provide response to all online open tickets on the monitoring portal.
• Perform diagnostic activites on portal and clear the faults/ errors remotely for inverter at customer sites and assist service team.
• Organize fleet or batch actions and coordinate service projects for customers (manage communications, organize action plans, coordinate within CPS, communicate proactively and in steady, structured way for customer resolutions – secure customer delight during such efforts)
• Be professional in all aspects of work quality, communications, company and individual presentation
• Provide remote technical assistance to our field techs and Engineer while they are on site. Qualifications:
• At least High School diploma is required or 4 year degree bachelors in similar domain.
• Proficiency with Microsoft Office, Adobe PDF, Document Management. SalesForce.com experience is preferred
• Vocational, technology training coursework including hands-on training
• 1 year of experience with solar and/or energy industry services, commissioning, and applications preferred, but on-the-job training is available in some cases
• Knowledge of solar PV inverter and technology (residential, commercial, utility, power conversion)
• Good verbal and written communication skills. Diplomatic and artful communicator when challenged by field or service issues
• Good skills using email, text, phone, Excel, Word
• Multiplexer, agile, speed and problem solving oriented, systematic, organized. Working Environment
• Regularly spend long hours sitting and using office equipment and computers.
• Regularly spend long hours answering phone calls and emails.
• Regularly move from sitting to standing positions effortlessly.
• Regularly spend long hours in intense concentration reviewing and entering information into a computer.
• Regularly use hands and fingers to handle, control or feel objects.
• Regularly see details of objects that are less than a few feet away.
• Regularly speak clearly so listeners can understand.
• Regularly understand the speech of another person.
• Frequently work in on projects that require deadlines.
• Frequently bend to file and maintain files. • Occasionally lift 5-10 pounds.
• Require coverage off shift hours upon request/ as needed.