Sr Technical Service Representative

  • location: Rocklin, CA
  • type: Permanent
  • salary: $50,000 - $56,000 per year

job description

Sr Technical Service Representative

job summary:
Our client is looking for a Sr. Technical Service Representative for a permanent position in Rocklin, Ca.

The Senior Technical Service Representative is responsible for providing the highest quality of customer support through the technical support telephone hotline. Duties include responding to incoming calls and emails to the second level Contact Center team and resolving complex customer issues, providing assistance to installers in the field, providing technical mentoring to internal personnel, and providing support to other departments. A Senior TSR is able to resolve complex technical support issues in at least 2 product groups.

Primary duties / responsibilities

Maintains the technical support hotline, and uses communication and advanced troubleshooting skills to provide customer support to users, installers and customers.

Able to provide second level technical support in 2 or more product groups.

Creates documentation as needed for publication in document and web-based media, describing complex technical issues and solutions, and to create technical field reports.

Monitor's discussions between Engineering, Quality, and Advanced Service personnel via internal quality systems. Is also able to share Knowledge with the broader team in real time.

Provides technical mentoring to other TSRs on the product line. Consults with other TSRs on complex support cases to assist in resolution.

Serves as a technical subject matter expert on two or more product groups. Handles escalated and complex technical calls from customers.

Is able to demonstrate efficient work practices by balancing the tasks above while resolving customer issues within the performance range of the rest of the team.

Is able to grasp complex business processes from end to end to influence successful customer case handling.

Other duties as may be required or assigned.

Required training (type / duration / field / additional training)

A four year technical degree or 5 years equivalent experience.

Experience in electrical, electronic and/or network communications are strongly preferred.

Prior experience in the solar or energy industry is strongly preferred.

Required relevant professional experience (type / duration)

Experience in the design, implementation and/or technical support of complex electro-mechanical systems.

Experience in trouble-shooting solar PV systems.

Experience in the renewable energy sector.

Other specialized skills

Knowledge of basic electrical theory is required.

Customer focus and a service-oriented attitude are required.

Ability to communicate on the phone with customers while taking detailed notes is required.

Proficiency with Microsoft Office Suite (Word, PowerPoint, Excel) is required.

Attention to detail and a high level of accuracy are required.

Excellent interpersonal, communication and presentation skills are required.

Excellent organizational skills are required.

Ability to analyze and solve problems.

Ability to work under time pressure and stress.

Ability to handle multiple projects in parallel.

Ability to work individually as well as part of a team.

Knowledge of solar electric (PV) installation, system design and/or inspection is required.

Knowledge of mathematical concepts, including graphical representation of data, is preferred.

Proficiency in the English language, both written and verbal, is required.

German and/or Spanish language skills are a plus.

NABCEP certification is a plus.

 
location: ROCKLIN, California
job type: Permanent
salary: $50,000 - 56,000 per year
work hours: 8am to 4pm
education: Bachelors
 
responsibilities:
Our client is looking for a Sr. Technical Service Representative for a permanent position in Rocklin, Ca.

The Senior Technical Service Representative is responsible for providing the highest quality of customer support through the technical support telephone hotline. Duties include responding to incoming calls and emails to the second level Contact Center team and resolving complex customer issues, providing assistance to installers in the field, providing technical mentoring to internal personnel, and providing support to other departments. A Senior TSR is able to resolve complex technical support issues in at least 2 product groups.

Primary duties / responsibilities

Maintains the technical support hotline, and uses communication and advanced troubleshooting skills to provide customer support to users, installers and customers.

Able to provide second level technical support in 2 or more product groups.

Creates documentation as needed for publication in document and web-based media, describing complex technical issues and solutions, and to create technical field reports.

Monitor's discussions between Engineering, Quality, and Advanced Service personnel via internal quality systems. Is also able to share Knowledge with the broader team in real time.

Provides technical mentoring to other TSRs on the product line. Consults with other TSRs on complex support cases to assist in resolution.

Serves as a technical subject matter expert on two or more product groups. Handles escalated and complex technical calls from customers.

Is able to demonstrate efficient work practices by balancing the tasks above while resolving customer issues within the performance range of the rest of the team.

Is able to grasp complex business processes from end to end to influence successful customer case handling.

Other duties as may be required or assigned.

Required training (type / duration / field / additional training)

A four year technical degree or 5 years equivalent experience.

Experience in electrical, electronic and/or network communications are strongly preferred.

Prior experience in the solar or energy industry is strongly preferred.

Required relevant professional experience (type / duration)

Experience in the design, implementation and/or technical support of complex electro-mechanical systems.

Experience in trouble-shooting solar PV systems.

Experience in the renewable energy sector.

Other specialized skills

Knowledge of basic electrical theory is required.

Customer focus and a service-oriented attitude are required.

Ability to communicate on the phone with customers while taking detailed notes is required.

Proficiency with Microsoft Office Suite (Word, PowerPoint, Excel) is required.

Attention to detail and a high level of accuracy are required.

Excellent interpersonal, communication and presentation skills are required.

Excellent organizational skills are required.

Ability to analyze and solve problems.

Ability to work under time pressure and stress.

Ability to handle multiple projects in parallel.

Ability to work individually as well as part of a team.

Knowledge of solar electric (PV) installation, system design and/or inspection is required.

Knowledge of mathematical concepts, including graphical representation of data, is preferred.

Proficiency in the English language, both written and verbal, is required.

German and/or Spanish language skills are a plus.

NABCEP certification is a plus.

 
qualifications:
  • Experience level: Experienced
  • Minimum 5 years of experience
  • Education: Bachelors
 
skills:
  • Technical
  • Technical Support
  • Electrical

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

Qualified applicants in San Francisco with criminal histories will be considered for employment in accordance with the San Francisco Fair Chance Ordinance.

We will consider for employment all qualified Applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance.

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