Technical Support Representative

Renogy; Ontario; On-site; CAD 60,000 - 80,000; Full time

Job summary

An established industry player in clean energy solutions is on the lookout for a passionate Technical Support Representative. This role is vital in enhancing customer experiences by providing expert guidance on solar systems and components. You will be the go-to person for troubleshooting and ensuring customers receive top-notch support through various channels. If you thrive in a fast-paced environment and have a knack for D/C electronics, this is your chance to make a significant impact in the clean energy sector. Join a team that values innovation and customer satisfaction, and help drive the future of sustainable energy solutions.

Qualifications

• Minimum AA degree and 2+ years of relevant experience required.
• Strong knowledge of solar components and troubleshooting procedures.

Responsibilities

• Provide technical support to vendors and end-users via phone and email.
• Diagnose and resolve hardware and software issues effectively.
• Assist with installation, wiring, and troubleshooting of solar components.

Skills

D/C electronics knowledge

Customer service skills

Troubleshooting skills

Organizational skills

Effective communication

Education

AA degree

Tools

Salesforce

Job description

TECHNICAL SUPPORT REPRESENTATIVE

Renogy aims to become a global leader of independent clean energy solutions. We are seeking and empowering talents to build a team of world-class product innovation and development by fully leveraging the clean energy ecosystem to better engage with customers to drive clean energy love and product innovation. From small power banks to complete solar kits, we pride ourselves on supplying top-of-the-line off-grid solar equipment.

Position Overview:

Renogy is seeking to hire a Technical Support Representative to assist and improve our customer experience. The ideal candidate will have a passion for D/C electronics and will be able to excel in a high-paced environment.

Under general supervision, in an inbound call center/office environment, a Technical Support Representative will provide technical support to our Renogy Vendors and End-users by performing a question-based diagnosis while guiding users through step-by-step solutions. Solutions include, but are not limited to, installing and powering down solar systems, verifying proper installation of solar components such as solar panels, charge controllers, and battery systems. The representative will also assist with troubleshooting using traditional testing methods such as continuity and polarity tests. Support must always be provided by clearly communicating technical solutions in a user-friendly and extremely professional manner. The Technical Support Representative will assist with solar system design, placing orders on our Renogy portal, and assist with any installation questions.

Duties and Responsibilities:

• Deliver service and support to end-users and Renogy Dealers via phone, email, or internal case management system.
• Interact with customers to provide and process information in response to queries, concerns, and requests about products and services.
• Diagnose and resolve technical hardware and software issues involving connectivity, performance, and educating end-users on the functionality and capabilities of respective components.
• Post-sales support including installation and wiring of components, software training, first-time setup, installation walk-through, troubleshooting, and execution of warranties.
• Accurately provide technical solutions and record all customer interactions and call transactions on computer and designated tracking software (Salesforce).
• Offer alternative solutions where appropriate with the objective of retaining customers' and clients' business.
• Organize ideas and communicate oral messages appropriate to listeners and situations.
• Follow-up and make scheduled callbacks to customers where and when necessary.
• Process part orders and assist the RMA department.

Qualifications:

• Minimum AA degree.
• 2+ years of equivalent professional experience.
• Knowledgeable of solar components and basic troubleshooting procedures.
• Good organizational, follow-up, and time management skills.
• Able to communicate pleasantly and effectively both written and verbal.
• Team player with a positive and proactive attitude.
• Handy and quick in responding and resolving issues.
• Job Type: Full Time.

Physical Requirements:

• Will sit, stand, or walk short distances for up to the entire duration of a shift.
• Will climb stairs on an occasional basis.
• Will lift, push, or pull up to 40 pounds on an occasional basis.
• Required to use hands to grasp, lift, handle, carry, or feel objects on a frequent basis.
• Must be able to comply with all safety standards and procedures.
• May reach above shoulder heights and below the waist on a frequent basis.
• May stoop, kneel, or bend on an occasional basis.
• Ability to wear personal protective equipment is required (including but not limited to, steel-toed shoes, gloves, safety glasses, hearing protection, protective jacket or apron, and arm guards).

Other:

• Other duties as assigned.