Technical Service Representative

Key Responsibilities

• Answer inbound calls and emails with the goal of resolving technical problems with the operation of the sonnen product, educating customers on the use and of sonnen products, and helping customers with administrative requests.
• Support partners on technical troubleshooting as well as installation.
• Support partners by proactively servicing products whenever a technical problem is identified.
• Use Salesforce to document all relevant calls, emails, and case activity to ensure proper data capture.
• Use Salesforce to escalate cases to Tech Support Specialists, Level 2 Tech Support, and Field Service when said cases can no longer be moved forward by Level 1 service technicians
• Continually improve understanding of technical information, with the goal of becoming a product expert

Skills and Qualifications

• 1-3 years technical or customer support experience
• Excellent telephone and Microsoft Office Suite experience
• Strong oral and written skills and interpersonal communication skills
• Highly organized with the ability to clearly organize thoughts, schedules, and data.
• Strong interests in technology- renewable energy, and/or energy storage interest are highly beneficial.
• Ability to understand technical information and communicate such information to non-experts.
• Enthusiasm, creativity, and a desire to learn.
• Intelligent, accountable, and self-assured mentality with a strong work ethic.
• Bi-lingual English/ Spanish speaking skills would be nice.

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