What are the responsibilities and job description for the Technical Service Representative position at Sonnen Inc?
**Must Speak Spanish**
The mission of sonnen’s technical support team is to ensure every customer has an excellent experience by solving problems, educating customer, and helping to improve the quality of sonnen’s products and of our partners’ and customers’ experience.
The Technical Service Representative is directly involved with the success of this mission and ensures its success by supporting sonnen customers by proactively solving technical problems, addressing inbound calls, and resolving technical issues. The Technical Service Representative is a technical position that understands the sonnen product, typical sonnen installations, and PV systems, and is skilled at troubleshooting sites remotely to find and solve problems. This is a technical role, often filled by employees with previous technical experience in the solar or energy storage field, or by promotion from the Customer Service Representative career path. This position is the first technical role in a strong career path within the technical service team, with advancement potential to Level 2 Technical Service Representative, Applications Engineer, Field Service, or Service Management.
Key Responsibilities
- Answer inbound calls and emails with the goal of resolving technical problems with the operation of the sonnen product, solving sonnen problems and identifying problems that originate outside of the sonnen
- Support partners on scheduled technical troubleshooting appointments
- Support partners by pre-emptively servicing products whenever a technical problem is identified.
- Use Salesforce to document relevant call, email, and case activity to ensure proper data capture.
- Use Salesforce to escalate cases to Tech Support Specialists, Level 2 Tech Support, and Field Service when they can no longer be moved forward by service technicians
- Continually improve understanding of technical information, with the goal of becoming a product expert
Skills and Qualifications
- 1-3 years technical or customer support experience
- Excellent telephone and Microsoft Office Suite experience
- Strong oral and written skills and interpersonal communication skills
- Highly organized with the ability to clearly organize thoughts, schedules, reports, and databases.
- Strong interests in technology, renewable energy, and or energy storage are highly beneficial.
- Ability to understand technical information and communicate such information to non-experts.
- Enthusiasm, creativity, and a desire to learn
- Intelligent, accountable, and self-assured mentality with a strong work ethic.
- Bi-lingual English/ Spanish speaking skills are preferred, but not required.
Position Key Results and KPIs include:
- Key Result: Resolve assigned cases in a timely manner
- KPI: Time2Close, number of cases closed per month, reopen rate for closed cases
- Key Result: Provide excellent customer experience and support to users and installers
- KPI: Customer feedback score (NPS)
