Customer Service Specialist, Northeast

Qcells North America is a provider of solar photovoltaic products and battery solutions. The Customer Service Specialist serves as the first point of contact for customers, installers, and consumers by providing product information, basic technical support, warranty assistance, and timely issue resolution. The role also manages service cases and coordinates escalations and follow-ups with internal teams.

Responsibilities:

• Customer Assistance: Provide information to customers regarding existing solutions and knowing when to escalate. Handle inbound calls, emails, and live chat inquiries from customers regarding solar product issues or concerns
• Troubleshooting: Provide basic technical support and troubleshooting for common solar system issues, guiding customers through problem-solving steps
• Case Management: Open, manage, and track customer service tickets, ensuring timely resolutions and follow-ups
• Escalation: Identify when issues need to be escalated to technical specialists or on-site service teams and ensure smooth handovers
• Documentation: Maintain accurate records of customer interactions, troubleshooting steps, and issue resolutions in our CRM system
• Collaboration: Work closely with the technical, sales, and service teams to resolve customer issues and improve the overall support experience
• Customer Education: Provide guidance on proper system usage and maintenance to minimize repeat issues

Requirements:

• Education: Associate degree in the following or similar; Technical, Computer Science, Information Technology, Engineering, Business, Education, Statistics, Technology Management, or Mathematics or equivalent experience
• 1+ years in the solar industry, with an understanding of solar products, systems, and common issues customers may face
• 2-5 years of experience in customer support or a related role, preferably in the technical or energy sector
• Basic understanding of solar energy systems (PV and BES) and ability to communicate technical concepts to non-technical customers
• Excellent verbal and written communication skills; able to explain complex information clearly and concisely
• Strong troubleshooting abilities and a solution-oriented mindset
• Experience with customer support software (e.g., Salesforce, Zendesk) d ticketing systems
• Ability to handle a fast-paced, high-volume environment with shifting priorities
• Collaborative spirit, with a willingness to work closely with various teams to ensure seamless customer experience
• Strong organizational skills and ability to document issues and resolutions meticulously
• up to 10% for training or onsite team meetings
• Open to candidates who reside in the Northeast Region, preferably in New Jersey, New York and Rhode Island
• Experience with Salesforce Service a plus
• Bilingual in English and Spanish a plus