Technical Customer Support Specialist - Hybrid

Technical Customer Support Specialist

Location : Phoenix, Arizona USA

LoB / Function : Service

Local Org Unit : Service

Reporting Line : CIC / CRM Manager

Employment Contract Type : Permanent / Full-Time

Education : BS in Electrical Engineering or Associates in Electronics with applicable experience

ACTIVITIES

• Provide high level technical support to FIMER customers for monitoring products (various makes / models) including data loggers, weather stations, meters, logging equipment, smart combiner boxes, sub-array DC monitors
• Troubleshoot solar monitoring platforms and create trouble tickets for software issues
• Perform in-depth troubleshooting on solar inverter products including micro inverters, single phase string inverters, three phase string inverters, and three phase central inverters
• Remotely interface, troubleshoot, diagnose and repair customer equipment supporting end customers, installer partners and FIMER Field Service Engineers.
• Ensure that the Salesforce database (case management system) is maintained to an accurate and excellent standard, documenting and tracking all customer calls.
• Monitor multiple case queues in business system and follow up accordingly with customers
• Assist FIMER personnel with solar monitoring and inverter troubleshooting
• Dispatch to the field (rarely)

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