Job Description

Job Summary:

We are seeking a Technical Support Specialist with a strong background in solar energy, battery storage, and electrical systems to join our team. The ideal candidate will have hands-on experience with residential or commercial solar installations, battery storage solutions, inverters, and electrical wiring . This role involves providing technical support, troubleshooting, and customer assistance , ensuring a seamless experience with our energy solutions.

Key Responsibilities:

• Customer Support & Troubleshooting: Deliver exceptional customer service via phone, email, and chat , assisting with solar product inquiries, technical troubleshooting, warranty claims, and post-sales support .
• Technical Expertise: Maintain up-to-date knowledge of solar panels, battery storage, inverters, charge controllers, electrical wiring, and energy management systems to educate and assist customers.
• Installation & System Guidance: Provide basic installation support , electrical wiring guidance , system configuration assistance, and troubleshooting for installers, electricians, and end-users .
• Electrical System Troubleshooting: Assist with circuit breaker compatibility, electrical load calculations, wiring configurations, and grid-tied vs. off-grid system support .
• Order Processing & Tracking: Assist customers with order status, shipping, returns, and replacements , while coordinating with internal teams for efficient resolution.
• Issue Resolution: Handle technical escalations , diagnose solar, battery, and electrical issues , and collaborate with engineering teams to provide solutions.
• Documentation & Reporting: Maintain accurate customer records in CRM systems, document recurring technical and electrical issues , and provide feedback for product and service improvements.
• Cross-Functional Coordination: Work closely with sales, engineering, and operations teams to enhance the overall customer experience.
• Upselling & Product Recommendations: Identify customer needs and recommend appropriate solar, battery storage, or electrical accessories and upgrades .

Qualifications & Requirements:

• Experience in solar, battery storage, and electrical systems (e.g., customer support, sales support, installer, electrician, or technical support role).
• Familiarity with solar panels, inverters, batteries, electrical wiring, circuit breakers, and load management .
• Strong problem-solving skills in solar, battery, and electrical system troubleshooting .
• Ability to interpret wiring diagrams, schematics, and electrical blueprints .
• Experience working with grid-tied, off-grid, and hybrid solar + battery storage systems .
• Understanding of NEC (National Electrical Code), electrical safety regulations, and permitting processes .
• Ability to multi-task in a fast-paced environment while maintaining high customer satisfaction.
• Proficiency in CRM software, support ticketing systems, and technical documentation .
• Bilingual (Chinese/English) is a plus.

Preferred Skills:

• Hands-on experience with solar panel, battery storage, and inverter troubleshooting .
• Knowledge of electrical load calculations, panel upgrades, and interconnection requirements .
• Understanding of solar warranties, installation best practices, and regulatory compliance .
• Previous experience supporting D2C, distributor, or installer networks in the renewable energy sector .

Compensation & Benefits:

• Competitive salary + performance incentives
• Health, dental, and vision benefits
• Employee discounts on solar and battery storage products
• Career development opportunities in the fast-growing renewable energy industry

Location: Onsite-Fremont, CA

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