The Role of a Support Specialist
This position is an opportunity to join our team and contribute to the success of our clients by providing exceptional support services.
As a Support Specialist, you will be responsible for providing technical assistance and guidance to customers in Brazil, working remotely from home. Your primary goal will be to resolve customer inquiries and issues efficiently, ensuring high levels of satisfaction with our products and services.
You will work closely with partners, distributors, and end-users to provide training and support on our products, including PV inverters and other equipment. Your expertise in electrical systems, photovoltaics, and renewable energy will be essential in resolving complex technical issues and providing advice to customers.
In addition to your technical skills, you will need to possess excellent communication and interpersonal skills, as well as the ability to work independently with minimal supervision. You must be available for business trips in Brazil and be able to communicate effectively with colleagues based in China.
Key Responsibilities:
* Provide technical support and guidance to customers via phone, email, or face-to-face interactions;
* Train partners and end-users on product usage and maintenance;
* Solve technical escalations and handle complex customer inquiries;
* Offer technical advice and support to local distributors and installers;
* Perform on-site inspections, commissioning, and troubleshooting; and
* Keep track of replacement units and maintain accurate records.
To succeed in this role, you will need to possess:
* Intermediate English language skills for speaking and writing;
* A technical degree in electricity, photovoltaics, or renewable energy;
* Advanced knowledge of PV inverters and distributed generation systems;
* At least one year of experience working with PV inverters;
* Basic knowledge of electrical circuits, PV arrangement, and protection systems;
* Knowledge of Brazilian regulations regarding PV installations;
* And proficiency in MS Office applications.
Beyond these requirements, having Spanish language skills, experience with lead-acid and lithium batteries, Zendesk, or NeoCRM would be advantageous but not necessary. As a Support Specialist, you will be expected to possess:
* Excellent organization skills with the ability to prioritize tasks effectively;
* Proactivity, sense of urgency, and teamwork skills;
* Independence to work without direct supervision;
* Availability for business trips in Brazil; and
* A commitment to maintaining high standards of professionalism and integrity in all interactions.
This role offers a unique opportunity to grow professionally while making a significant impact on our clients' success. If you are a motivated individual with a passion for delivering exceptional support services, we encourage you to apply for this exciting opportunity.