Remote Technician

Please note: Applicants without the required experience need not apply.

Description:
The Remote Technician is responsible for overseeing and managing the service and maintenance operations for the company's solar energy systems. This role involves coordinating service requests, managing technician schedules, ensuring customer satisfaction, remotely troubleshooting, performing system health checks, and handling administrative tasks related to service operations. The ideal candidate will have a strong background in customer service, a passion for renewable energy, and the ability to communicate complex information clearly and concisely.

Requirements:
Strong communication skills.
Exemplary work ethics.
Attentive to detail.
Dependable and trustworthy.
Capable of working autonomously and collaboratively within a team.
Thrives in a fast-paced environment.

Essential Job Functions:
Answer Incoming Calls: Handle all Hawaii Unified incoming calls during business hours, provide information, and direct calls to appropriate personnel.
Provide Project Progress Updates: Use the company CRM program to provide updates on project progress.
Support HUI Customers: Guide customers through the service process effectively.
Attend Weekly Management Ops Meetings: Provide feedback and project statuses.
Support Department Manager and Staff: Assist with general service operations.

Responsibilities:
Customer Support: Serve as the primary point of contact for customers regarding service issues and inquiries. Address customer concerns, complaints, and feedback effectively and professionally.
Workflow Management: Assist in managing the initial workflow for the Service Department, ensuring smooth progress of customer projects.
Software Utilization: Use the company’s workflow and project management software to manage and update customer projects.
Progress Reporting: Provide updates on the progress of customer projects to the Operations and Service Teams.

Deliverables:
Customer Support: Serve as the primary point of contact for customers via phone, email, chat, and in-person. Respond promptly and professionally to inquiries, providing accurate information about solar energy solutions, product features, and installation processes. Resolve complaints and issues with empathy, patience, and efficiency.
Technical Assistance: Provide basic troubleshooting and technical support for customers experiencing issues with their solar systems. Coordinate with technical teams or service providers to resolve complex issues.
Documentation and Reporting: Maintain accurate records of customer interactions and service issues using CRM software. Prepare and submit reports on customer feedback, common issues, and service metrics to improve customer satisfaction.
System and Process Management: Ensure customer information is entered accurately into the company’s database and update records as necessary. Follow established procedures for processing orders, handling returns, and managing service requests.

Qualifications:
Experience in customer service, preferably in the renewable energy or technical support industry.
Strong troubleshooting skills and the ability to provide basic technical support.
Familiarity with CRM and project management software.
Exceptional communication skills, both written and verbal, with the ability to simplify complex information for customers.
Strong organizational skills with attention to detail.
Ability to work independently and collaboratively within a team.
Strong problem-solving abilities and the ability to work under pressure.
Experience in managing service or maintenance operations is a plus.

How to Apply
If interested, please respond to this job posting with:
* Your cover letter
* Unrestricted link to your resume/CV

Subject Line: RT (HU) – YOUR FULL NAME

Note: Please adhere to the application instructions provided and ensure your resume/CV link is unrestricted. Applications that do not follow instructions will not be considered.