Technical Support Representative

TECHNICAL SUPPORT REPRESENTATIVE

Renogy aims to become a global leader of independent clean energy solution. We are seeking and empowering talents to build a team of world-class product innovation and development by fully leveraging clean energy ecosystem to better engage with customers to drive clean energy love and product innovation. From small power banks to complete solar kits, we pride ourselves on supplying top-of-the-line off-grid solar equipment.

Position Overview:

Renogy is seeking to hire Technical Support Representative to assist and improve our customer experience. The Ideal candidate will have a passion for D/C electronics and will be able to excel in a high paced environment.

Under general supervision, in an in-bound call center/office environment, a technical support representative will provide technical support to our Renogy Vendors and End-users by performing a question-based diagnosis while guiding users through step-by-step solutions. Solutions include but are not limited to Installing and powering down solar systems, verifying proper installation of solar components such as solar panels, charge controller and battery systems. Representative will also assist with troubleshooting using traditional testing methods such as continuity and polarity tests. Support must always be provided by clearly communicating technical solutions in a user-friendly and extremely professional manner. Technical Support Representative will assist with solar system design, placing orders on our Renogy portal and assist with any installation questions.

Duties and Responsibilities:

• Deliver service and support to end-users and Renogy Dealers via phone, email, or internal case management system.
• Interact with customers to provide and process information in response to queries, concerns and requests about products and services.
• Diagnose and resolve technical hardware and software issues involving connectivity, performance and educating end-users on functionality and capabilities of respective components.
• Post-sales support including installation and wiring of components. Software training, first time set up, installation walk-through, troubleshooting and execution of warranties.
• Accurately provide technical solutions and record all customer interactions and call transactions on computer and designated tracking software (Salesforce)
• Offer alternative solutions where appropriate with the objective of retaining customers' and clients' business
• Organize ideas and communicate oral messages appropriate to listeners and situations
• Follow-up and make scheduled call backs to customers where and when necessary.
• Process part order and assist RMA department.

Qualifications:

• Minimum AA degree
• 2+ years of equivalent professional
• Knowledgeable of solar components and basic troubleshooting procedures
• Good organizational, follow-up and time management skills
• Able to communicate pleasantly and effectively both written and verbal
• Team player with positive and proactive attitude
• Handy and quick in responding and resolving issues
• Job Type: Full Time

Physical Requirements:

• Will sit, stand, or walk short distances for up to the entire duration of a shift
• Will climb stairs on an occasional basis
• Will lift, push, or pull up to 40 pounds on an occasional basis
• Required to use hands to grasp, lift, handle, carry or feel objects on a frequent basis
• Must be able to comply with all safety standards and procedures
• May reach above shoulder heights and below the waist on a frequent basis
• May stoop, kneel, or bend, on an occasional basis
• Ability to wear personal protective equipment is required (including but not limited to, steel toed shoes, gloves, safety glasses, hearing protection, protective jacket or apron and arm guards)

Other:

• Other duties as assigned

The equal employment opportunity policy of the Renogy provides for a fair and equal employment opportunity for all employees and job applicants regardless of race, color, religious creed, national origin, ancestry, age, gender, pregnancy, sexual orientation, gender identity, age, marital status, familial status, disability, or genetic information, in compliance with applicable federal, state, and local law. Renogy hires and promotes individuals solely based on their qualifications for the job to be filled.

Renogy reasonably accommodates qualified individuals with disabilities to enable them to receive equal employment opportunity and/or perform the essential functions of the job unless the accommodation would impose an undue hardship to the Company. This applies to all applicants and employees.

Renogy also provides a work environment in which each employee can be productive and work to the best of his or her ability. We do not condone or tolerate an atmosphere of intimidation, bullying, discrimination, or harassment. We expect and require the cooperation of all employees in maintaining an atmosphere free from discrimination and harassment with mutual respect by and for all employees and applicants.