Customer Support Coordinator
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.
- Aid in the commissioning of systems.
- Program ESS to complex E-TOU modes and complete firmware updates.
- Cookordination of 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.
Requirements
- 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.
- Impeccable attention to detail.
- 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
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.
- Impeccable attention to detail.
- 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
Benefits
Hanwha Q CELLS America Inc. (“HQCA”) is a Qcells company, one of the world’s 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.
Pay
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.
Schedule
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.