Experienced Customer Support Engineer – Solar Energy Solutions

Join arenaflex, a leading global provider of solar energy solutions, as we continue to revolutionize the industry with innovative products and exceptional customer service. Are you passionate about delivering exceptional customer experiences and troubleshooting complex technical issues? Do you have a strong background in customer support and a keen interest in the solar energy industry? If so, we invite you to apply for the Experienced Customer Support Engineer position at arenaflex.

About arenaflex

arenaflex is a subsidiary of Hanwha Q CELLS Co., Ltd., one of the world's largest and most recognized photovoltaic manufacturers for its high-performance, high-quality solar cells and modules. With a growing global business network spanning Europe, North America, Asia, South America, Africa, and the Middle East, arenaflex provides excellent services and long-term partnerships to its customers in the utility, commercial, government, and residential markets. Our commitment to innovation, quality, and customer satisfaction has earned us a reputation as a trusted leader in the solar energy industry.

Responsibilities

As an Experienced Customer Support Engineer at arenaflex, you will play a critical role in delivering exceptional customer experiences and troubleshooting complex technical issues related to our solar energy solutions. Your responsibilities will include:

• Answering inbound calls, tickets, and emails from customers in a prompt and professional manner, documenting all information electronically into a ticket management software tool.
• Troubleshooting customer questions regarding our Qcells line of inverters, battery storage, smart modules, and other residential solar products.
• Taking ownership of customer satisfaction topics and generating results in a timely manner.
• Conducting online troubleshooting as needed, either independently or in collaboration with service vendors, and including inverters, batteries, and smart PV modules.
• Noting customer call trends and helping develop and document solutions.
• Identifying technical barriers and escalating to management, as well as engineering teams in products, technologies, and applications.
• Identifying customer relationship and business barriers and escalating to management, as well as other organizations, including sales, marketing, and legal.

Essential Qualifications

To be successful in this role, you will need to possess the following essential qualifications:

• Associate Degree, Technical Degree, or Equivalent professional training.
• Demonstrated problem-solving skills and a successful customer support track record in a fast-paced, high-pressure tech industry.
• Experience working with cross-functional teams and individuals of diverse backgrounds.
• Strong professional integrity and a sense of ownership.
• Self-motivated, requires minimum supervision, with a proven track record of reliability and a strong work ethic.
• Excellent communication skills with customers, management, and internal teams.
• Professional English-language proficiency.
• Good business acumen; strong understanding of technical issues, customer service, and business relationships.

Preferred Qualifications

While not required, the following qualifications are preferred:

• Experience with SalesForce Service.
• Experience within the Residential Solar Industry.
• Experience with Module Level Power Electronics and Power Line Communications.

Work Environment and Company Culture

As an Experienced Customer Support Engineer at arenaflex, you will be part of a dynamic and innovative team that is passionate about delivering exceptional customer experiences and pushing the boundaries of solar energy solutions. Our work environment is collaborative, fast-paced, and stimulating, with opportunities for growth and development. We offer a comprehensive benefits package, including medical, dental, and vision insurance, 401(k) matching, and paid time off.

Compensation and Benefits

The salary range for this position is $65,000 - $85,000 per year, depending on location and experience. We also offer a comprehensive benefits package, including medical, dental, and vision insurance, 401(k) matching, and paid time off.

How to Apply

If you are a motivated and customer-focused individual with a passion for the solar energy industry, we invite you to apply for the Experienced Customer Support Engineer position at arenaflex. Please submit your resume and cover letter to our HR team, and we will be in touch to discuss your qualifications further.

Equal Employment Opportunity

arenaflex is an equal employment opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive and respectful work environment that values diversity, equity, and inclusion.

Physical, Mental, and Environmental Demands

To comply with the Rehabilitation Act of 1973, the essential physical, mental, and environmental requirements for this job are listed below. These are requirements normally expected to perform regular job duties. Incumbent must be able to successfully perform all of the functions of the job with or without reasonable accommodation.

• Mobility: Standing (20% of time), Sitting (70% of time), Walking (10% of time)
• Strength: Pulling (up to 10 Pounds), Pushing (up to 10 Pounds), Carrying (up to 10 Pounds), Lifting (up to 10 Pounds)
• Dexterity: Typing (Frequently), Handling (Frequently), Reaching (Frequently)
• Agility: Turning (Frequently), Twisting (Frequently), Bending (Occasionally), Crouching (Occasionally), Balancing (Never), Climbing (Never), Crawling (Never), Kneeling (Never)

California Pay Transparency Act

The salary range for this position is $65,000 - $85,000 per year, depending on location and experience. Actual compensation is influenced by a wide array of factors, including but not limited to, skill set, education, licenses and certifications, essential job duties and requirements, and the necessary experience relative to the job's minimum qualifications.

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