Customer Support Specialist - Tier 3

Company: ADT SOLAR
Location: Mandeville
Posted on: June 24, 2022

Job Description:

Customer Support Specialist Tier3 Role and Responsibilities:A Customer Support Specialist Tier 3 focuses mainly on troubleshooting solar installations and providing resolutions to customers and colleagues. Ultimately, the Customer Support Specialist will ensure that customers are satisfied with Sunpro products, services, and features. Responsibilities include, but are not limited to:

• Remotely diagnose and troubleshoot solar and electrical installations company wide.
• Handle both inbound and outbound calls to customers, manufacturers, and internal departments.
• Process new service cases while maintaining backlog.
• Keep homeowner apprised of case through regular communication.
• Document all work performed per case (logging calls, updates, etc.).
• Submit device replacement and claim reimbursements for labor and materials involved.
• Coordinate with local territories when site visits are required to resolve issues.
• Performs other tasks/special projects assigned by management.
• Consistently uphold professionalism and proper phone etiquette.
• Escalate urgent problems to Leadership.Skills:
  • Prior experience in solar industry is highly desired.
  • 2 years customer service or management experience.
  • Technical aptitude (specific trade background preferred).
  • Ability to create and follow chronological instructions.
  • Excellent grammar, spoken and written.
  • Self-starter with the ability to work with deadlines.Tools:
    • Salesforce CRM
    • Five9 Call Center
    • Microsoft Word, Excel, PowerPoint
    • Enphase Enlighten Manager Associated topics: assist, assistance, client, information technology, service, systems administrator, technical, technical support, technician ii, technology

Keywords: ADT SOLAR, New Orleans , Customer Support Specialist - Tier 3, Other , Mandeville, Louisiana