Key skills
SalesforceCRMCommunication
About this role
Role Overview
- Monitor system performance across the residential solar portfolio, proactively identifying underperforming or non-producing systems through alerting and diagnostic tools.
- Triage and investigate service cases, validating issues and determining appropriate troubleshooting paths based on system data and known failure modes.
- Execute remote troubleshooting steps to resolve system issues, including inverter resets, communication troubleshooting, and guiding homeowners through required actions.
- Maximize remote resolution by identifying and applying effective solutions, minimizing unnecessary site visits.
- Communicate clearly and empathetically with homeowners to explain issues, guide troubleshooting steps, and set expectations for resolution.
- Accurately document all troubleshooting steps, findings, and outcomes within Salesforce to ensure clear case history and enable downstream coordination if needed.
- Escalate unresolved or complex issues to Service Project Coordinators with clear, complete context, including validated scope and recommended next steps.
- Manage and prioritize service queues to ensure all cases are addressed within defined SLA timelines.
- Identify trends, recurring issues, and failure patterns across the portfolio, contributing insights to improve monitoring, processes, and product performance.
- Collaborate cross-functionally with Service Operations, Product, and Engineering teams to improve alert quality, reduce false positives, and enhance troubleshooting workflows.
- Participate in root cause analysis and continuous improvement initiatives to increase remote resolution rates and reduce overall service cost.
Requirements
- BS/BA is preferred.
- 2+ years of experience in technical support, customer support, or operations in a high-volume environment.
- Strong troubleshooting and problem-solving skills, with the ability to diagnose issues using data and structured thinking.
- Ability to quickly learn and navigate monitoring platforms, CRM systems, and technical tools (Salesforce experience preferred).
- Strong communication skills, with the ability to explain technical concepts clearly 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.
- Experience in residential solar, electrical systems, or field service environments is preferred.
- Familiarity with OEM monitoring platforms (e.g., Enphase, SolarEdge) is preferred.
- Spanish proficiency is a plus.
Benefits
- unlimited PTO
- medical coverage
- dental coverage
- vision coverage
- paid parental leave
- retirement plans