Posted today
At Near, we help top talent in Latin America find remote roles with US companies. Our mission is to create better lives by fostering a remote work culture that transcends borders.
This position is for our client, a leader in the solar panel industry, renowned for their expertise and commitment to excellence. They are dedicated to providing top-quality solar solutions and exceptional customer service, focusing on innovation, sustainability, and building long-term client relationships.
They are looking for a Technical Customer Support Representative to join their team!
General Responsibilities:
Handle customer service requests and gather the necessary information to understand and resolve technical issues.
Troubleshoot basic technical issues related to solar installations and equipment.
Identify potential causes of service issues and determine the appropriate next steps.
Provide work order estimates for service requests based on market and company rates.
Communicate technical information clearly and effectively with customers, dealers, sales managers, Customer Support Specialists, solar equipment manufacturers, accounting, and operations teams.
Coordinate with internal teams and external partners to resolve technical service requests.
Document service issues, troubleshooting steps, and resolutions accurately in company databases.
Escalate complex technical issues to Customer Support Specialists or the appropriate technical team.
Follow up on open service requests to ensure timely resolution and a positive customer experience.
Participate in cross-functional meetings and collaborate with different teams to improve service processes.
Provide professional and solutions-oriented customer support throughout the service process.
Perform other duties as assigned.
Requirements:
Previous experience in technical customer support, technical service, troubleshooting, or a similar customer-facing technical role.
Ability to understand and troubleshoot basic technical issues and identify appropriate solutions or next steps.
Strong problem-solving and analytical skills.
Excellent English communication skills, both written and verbal.
Ability to explain technical information clearly to customers and non-technical stakeholders.
Strong customer service and relationship-building skills.
Comfortable handling inbound and outbound calls and maintaining professional phone etiquette.
Attention to detail when documenting technical issues and project information in company databases.
Self-motivated, organized, and able to thrive in a team environment.
High school diploma or equivalent.
What's in it for you?
Compensation in US dollars
3 US Holidays + 3 weeks of PTO.
A dynamic and inclusive workplace environment.
This is a fully remote job as a contractor.