Job Summary
As an Installation Expert, you will be primarily responsible for providing frontline support and/or technical support via inbound or outbound through various contact methods i.e., phone, Chat, Email.
The Installation Expert is responsible for communications between installers and the product team, as well as supporting authorized contractors. This includes answering phone calls and/or responding to emails and explaining energy product installation process, designs, and basic technical aspects of the product.
Requirements
Key Tasks and Responsibilities
- Provide technical support to authorized Installers.
- Answer incoming customer calls and proactively reaching out to install teams.
- Troubleshoot all energy products including but not limited to inverters, Powerwall’s, and EV Charger
- Discuss system performance issues and concerns with installer.
- Researching, diagnosing, troubleshooting, and identifying solutions to resolve hardware / software issues.
- Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams
- Help Installers with information about the products and services, using relevant call handling protocols outlined in the Procedures.
- Responsible for ensuring contact resolution in a timely manner, while maintaining the highest level of quality in every customer interaction
- Assist Installers or escalate service-related issues to the appropriate department in accordance with the client’s processes and procedures.
- Communicate positively with team members, installers, customers, and other partners.
Skills / Attributes Required
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
Technical:
- Good Knowledge of Microsoft Office products
- Technical knowledge of Solar or Electronics
- Knowledge of Bluetooth technology
- Extensive knowledge of hardware / software trouble shooting
Behavioral:
- Working Collaboratively
- Planning amp; Organizing
- Positive conduct
- Highly customer focused.
- Excellent communication skills (both written and oral), with the ability to communicate professionally and confidently in English at all levels.
- Excellent organizational skills
- Good attention to detail
- Excellent problem-solving skills
- Excellent time and people management skills
Qualifications (EDUCATION and/or EXPERIENCE)
- A High school diploma or equivalent is the minimum requirement, College level preferred.
- Ability to demonstrate previous working experience in a BPO and Customer Service and/or technical account.
- A proven track record demonstrating the skills and qualities outlined in this document.
Languages
- Good command of written and spoken English (Speech, Written, Reading, Comprehension)
- For Multi-lingual roles supported languages are French, German, Dutch, Italian, Spanish, Portuguese, Polish
Benefits
Transcosmos is proud to offer such a fantastic and unique working environment, built on a successful family culture of ambition, experience and teamwork. We are proud to promote longevity and progression at every level.
- To acquire the necessary knowledge we provide a 2 week paid training, on which not only your knowledge is expended, but you will get to know your colleagues so that you would feel at home from the beginning.
- Competitive salary
- Cafeteria
- Team building and free time activities
- Flexibility
- Youthful environment