Customer Support Coordinator

Qcells USA Corp.; Irvine (CA); On-site; USD 60,000 - 90,000; Full time

Job summary

Hanwha Q CELLS America Inc. (HQCA) seeks an experienced Customer Support Coordinator for its Irvine, CA post PTO team. You will handle tickets, emails, and calls, troubleshoot residential solar products, and own the customer experience with escalations.

The role requires strong analytical skills, attention to detail, and excellent communication. Remote work may be considered in exceptional cases, with in-office scheduling at management discretion.

Qualifications

• Experience in the solar/renewable industry.
• Attention to detail is essential.
• Strong organizational and analytical skills.
• Excellent written and oral communication skills.
• Proven problem-solving abilities.
• Proficiency with Excel.
• Ability to work in a fast-paced environment.
• Willingness to travel up to 10%.

Responsibilities

• Manage customer tickets, emails and calls promptly and professionally.
• Troubleshoot questions about residential solar products and battery storage.
• Own customer experience, including escalations.
• Analyze system monitoring and performance data.
• Become SME on Q HOME battery system for residential use.
• Analyze net-metering and solar buyback programs in CA, TX and FL.
• Assist with commissioning of systems and firmware updates.
• Coordinate engineers and vendors to resolve installation issues.
• Review procedures to ensure industry best practices.

Skills

Solar industry experience

Attention to detail

Organizational skills

Analytical thinking

Communication skills

Problem solving

Adaptability in fast-paced environment

Travel willingness

Education

Associate or Bachelor degree in business/economics/communications or related field with experience

Tools

Excel

Job description

Description

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.
• Understanding of how solar systems are sold, designed and constructed.
• Review operational procedures and ensure conformance to industry best practices.

REQUIRED 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

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.

PHYSICAL, MENTAL & ENVIRONMENTAL DEMANDS:

To comply with the Rehabilitation Act of 1973 the essential physical, mental and environmental requirements for this job are listed below. 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
• Typing F
• Handling F
• Reaching F
• Agility
• Turning F
• Twisting F
• Bending O
• Crouching O
• Balancing N
• Climbing N
• Crawling N
• Kneeling N

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.

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