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Product Support Specialist

Location: Denver, CO, United States
or
The Product Support Specialist will ensure that the best service is being offered to our customers and that any issues that may arise are dealt with in a timely and effective manner. Technical aptitude in electrical and mechanical systems is a must for this position.
This position is a technical / administrative / customer service position providing technical support.  The Product Support Specialist is the first point of contact for customer support and is the link to the field service.
RESPONSIBILITIES:
  • Troubleshoot solar products and related equipment remotely remotely
  • Ensure timely response to client requests for services and questions
  • Ensure all customers’ queries as well as claims are investigated and resolved, escalating issues if appropriate
  • Responsible for assisting with the scheduling of repair, start up, retrofits on solar equipment across US
  • Develop and maintain effective communication channels with field technicians
  • Responsible for documenting and following up on service and repair requests from start to finish
  • Handle all internal and external customer service requests in the CRM
  • Follow-up with clients regarding all open service issues
  • Inspect work orders for completeness and timely close out
  • Weekly review and export to service leader of completed work orders
  • Creating and processing parts orders
  • Maintaining Field Service Inventory
  • Advising on cost estimates for quotations on services
  • Maintain data quality in service data management tools
  • Communicate effectively between other groups within the company
Qualifications
BS degree or advanced technical associates level degree with 1 year in a customer support role.
  • Electrical and mechanical aptitude
  • Strong troubleshooting skills
  • Exceptional written and verbal communication. This position requires clear and concise communication to effectively drive team and execute customer requests
  • Excellent organizational skills including, but not limited to, the ability to handle multiple demands and assignments and the ability to prioritize tasks effectively and efficiently
  • Detailed and Accurate Data Entry
  • Excellent Customer Service Skills
  • Ability to Multi-Task between data entry, data validation and customer service inquiries
  • Excellent verbal and written communication skills
  • Advanced ability to use Microsoft Office programs including but not limited to, Word, Excel and PowerPoint
  • Able to function in a fast paced challenging environment
  • Excellent teamwork, verbal and written communication and people skills a must
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