Tech Support Specialist II

Jobtailor; Deutschland; Hybrid; EUR 42.000 - 64.000; Vollzeit

Zusammenfassung

Palmetto is seeking a customer-focused Technical Support Specialist to monitor system performance across our residential solar portfolio, proactively identifying underperforming systems and guiding homeowners through remediation.

You will triage service cases, perform remote troubleshooting (inverter resets, communications), document steps in Salesforce, and collaborate with Service Operations, Product, and Engineering to drive continuous improvement while meeting SLA targets.

Qualifikationen

• 2+ years in technical support, customer support, or operations in high-volume settings.
• Experience in residential solar, electrical systems, or field service is required.
• Strong troubleshooting and problem-solving abilities.
• Ability to diagnose issues using data and structured thinking.
• Comfort with monitoring platforms, CRM systems, and technical tools.
• Clear communication of technical concepts to non-technical customers.
• Documentation of cases, steps, and outcomes with attention to detail.
• Ability to manage multiple cases while meeting SLA targets.
• Proactive, resourceful, and adaptable in a fast-paced environment.
• BS/BA preferred; Spanish proficiency is a plus; background check required.

Aufgaben

• Monitor system performance across the residential solar portfolio.
• Identify underperforming or non-producing systems via alerts and diagnostics.
• Triage and investigate service cases; determine troubleshooting paths.
• Execute remote troubleshooting, including inverter resets and communications issues.
• Guide homeowners through actions and explain issues clearly and empathetically.
• Maximize remote resolution; minimize unnecessary site visits.
• Document steps, findings, and outcomes in Salesforce.
• Escalate unresolved or complex issues to Service Project Coordinators.
• Manage and prioritize service queues within defined SLA timelines.
• Identify trends and failure patterns; collaborate with cross-functional teams.
• Participate in root cause analysis and continuous improvement initiatives.

Kenntnisse

Troubleshooting

Communication

Documentation

Case Management

Empathy

Attention to Detail

Proactive Attitude

Resourcefulness

Ausbildung

BS/BA preferred

Tools

Salesforce

Monitoring Platforms

CRM Systems

Jobbeschreibung

• Monitor system performance across Palmetto’s residential solar portfolio
• Proactively identify underperforming or non-producing systems through alerting and diagnostic tools
• Triage and investigate service cases and determine appropriate troubleshooting paths
• Execute remote troubleshooting, including inverter resets and communication troubleshooting
• Guide homeowners through required actions and explain issues clearly and empathetically
• Maximize remote resolution and minimize unnecessary site visits
• Document troubleshooting steps, findings, and outcomes in Salesforce
• Escalate unresolved or complex issues to Service Project Coordinators
• Manage and prioritize service queues within defined SLA timelines
• Identify trends, recurring issues, and failure patterns
• Collaborate with Service Operations, Product, and Engineering teams
• Participate in root cause analysis and continuous improvement initiatives
• Report to the Service Operations Team Lead

Requirements

• 2+ years of experience in technical support, customer support, or operations in a high-volume environment
• Experience in residential solar, electrical systems, or field service environments is required
• Strong troubleshooting and problem-solving skills
• Ability to diagnose issues using data and structured thinking
• Ability to quickly learn and navigate monitoring platforms, CRM systems, and technical tools
• Strong communication skills for explaining technical concepts to non-technical customers
• Attention to detail in documenting cases, troubleshooting steps, and outcomes
• Ability to manage multiple cases simultaneously while maintaining SLA performance
• Proactive, resourceful, and comfortable operating in a fast-paced, evolving environment
• Salesforce experience preferred
• BS/BA preferred
• Spanish proficiency is a plus
• Employment contingent upon successful completion of a background check

Core Competencies

Demonstrates expertise in troubleshooting and problem-solving within residential solar systems, utilizing data-driven approaches and effective communication to guide customers. Proficient in managing service queues and documenting processes in Salesforce while collaborating with cross-functional teams.

Highest-signal resume keywords

• Troubleshooting Skills
• Residential Solar Experience
• Salesforce Experience
• Customer Support Experience
• Data Analysis

ATS Optimization Keywords

Hard Skills

• Technical Support
• Problem-Solving
• Data Diagnosis
• Remote Troubleshooting
• Inverter Resets
• Communication Troubleshooting
• Documentation
• Case Management
• Root Cause Analysis
• Continuous Improvement

Soft Skills

• Strong Communication
• Attention to Detail
• Proactive Attitude
• Resourcefulness
• Empathy

Industry Keywords

• Residential Solar
• Electrical Systems
• Field Service
• Service Level Agreement
• High-Volume Environment

Tools & Technologies

• Monitoring Platforms
• CRM Systems
• Salesforce