We are seeking a highly skilled and motivated Technical Support Specialist to join our growing team. In this role you will be responsible for providing technical support to our customers and providing feedback to our internal teams, ensuring the optimal performance of Anker solar and storage systems. As a key member of our support team, you will assist customers in troubleshooting, resolving issues, and offering technical guidance on both solar and battery storage products.
Your Responsibilities:
* Maintaining and improving Anker's high standard and commitment to great customer service, to installers, suppliers and end customers.
* Onsite training of installers in the installation of Anker's solar and storage products, and education of end customers on the use of and functionality of Anker's solar and storage products.
* Provide onsite and over the phone technical support in the installation, operation, testing and maintenance of Anker's solar and storage products. Work independently in the field and communicate back to R&D Engineers to resolve high-level technical issues, help investigate the root cause of any issues that arise in the Anker solar and storage products, and document the solutions to prevent future occurrence.
* Analyzing system performance in the O and M portal, then relaying and explaining the information back to installers and end customers. Providing technical knowledge of Anker's solar and storage products with our wholesale partners. Listening to installers and users of the Anker solar and storage products about their experience with the product and feedback to the pre-sales team on possible mechanical and electrical design improvements.
* Representing Anker at various industry trade shows.
Requirements:
* Previous experience in technical support for PV and battery storage essential, ideally onsite experience either as an installer or being in the field providing on-hand assistance.
* Excellent communication skills, both verbal and written with the ability to explain technical concepts to both technical and non-technical customers. Understanding in troubleshooting electrical issues, system communication problems, and software-related issues.
* Full clean driving license.
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Engineering and Sales
Industries
Computers and Electronics Manufacturing
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