Customer Support Coordinator

Qcells North America

Irvine (CA)

On-site

USD 55,000 - 75,000

Full time

7 hours ago

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Job summary

Hanwha Q CELLS America Inc. is seeking an experienced Customer Support Coordinator to support post-PTO customer service, focusing on technical support, case management and customer satisfaction for residential solar products.

The role emphasizes problem solving, data analysis, and strong communication as you engage with customers, engineers, and vendors to ensure timely resolutions in a fast-paced environment.

Qualifications

Solar Industry experience in Renewable sector.
Impeccable attention to detail.
Ability to exercise strong organizational, problem-solving and analytical skills.
Excellent oral and written communication skills.

Responsibilities

Manage customer tickets, emails and calls in a prompt and professional manner.
Troubleshoot questions regarding Q CELLS residential solar products (battery storage, smart modules).
Take ownership of customer experience including complex escalations.
Analyze system monitoring and performance data.
Become a subject matter expert on the 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 firmware updates.
Coordinate engineers and vendors to resolve installation problems.
Understand how solar systems are sold, designed and constructed.
Review operational procedures for industry best practices.

Skills

Solar industry experience

Attention to detail

Organizational skills

Analytical skills

Communication skills

Excel

Problem solving

Ability to work in fast-paced env

Travel up to 10%

Education

Associate degree (business/economics/communications or related)

Bachelor's degree (business/economics/communications or related)

Tools

Excel

Job 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.

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

Company Overview

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 (F = Frequently, O = Occasionally, N = Never)

Typing
F
Handling
F
Reaching
F

Agility (F = Frequently, O = Occasionally, N = Never)

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.