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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in customer support for residential solar and storage products, ensuring exceptional service and effective troubleshooting. Proficient in managing customer interactions across multiple channels while maintaining accurate records and fostering positive relationships.
Highest-signal resume keywords
Customer Support ExperienceResidential Solar KnowledgeMicrosoft Office ProficiencyBilingual in English and SpanishHelp Desk Software Familiarity
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
TroubleshootingCustomer Query ResolutionConfiguration DiagnosisOrder Status ManagementTechnical Issue Documentation
Soft Skills
Interpersonal CommunicationActive ListeningRapport BuildingProfessional Telephone MannerSelf-Motivation
Tools & Technologies
CRM SoftwareHelp Desk SoftwareMicrosoft WordMicrosoft ExcelMicrosoft Outlook
Industry Keywords
Customer SatisfactionService Level AgreementsField SupportHome OperationsCustomer Feedback
About the role
Key responsibilities & impact- Provide level 1 troubleshooting for customers using dcbel Ara products and services
- Coordinate level 2 technical support when required
- Resolve customer queries, recommend solutions, and guide users through product features and functionality
- Communicate with customers through chat, calls, email, and live chat
- Ensure exceptional customer satisfaction while responding accurately and professionally to inquiries
- Understand customers’ home setups and diagnose configuration or product issues
- Help customers manage their products and make each interaction meaningful
- Meet customer support SLAs for email, chat, and telephone response times
- Escalate internally for remote level 2 support and/or on-site field support
- Update the internal CRM and knowledge base with customer discussions, technical issues, and resolutions
- Monitor complaints across channels and proactively contact customers to resolve them
- Gather customer feedback and share it with internal teams
- Provide timely and accurate responses regarding order status and service knowledge requests
- Report service failures and customer concerns to the company
- Partner with Sales and Field Operations teams
- Fill gaps in customer profiles by asking questions, building rapport, and engaging with each inquiry
Requirements
What you’ll need- Experience in front-line customer support, field support or equivalent experience
- Good understanding of residential solar and storage products, home operations, and troubleshooting
- Proficient with Microsoft Office (Word, Excel, Outlook)
- Availability for a structured shift schedule including certain evenings and weekends
- Exceptional written and oral interpersonal and communication skills
- Strong active listening skills and ability to engage with customers
- Ability to build rapport and foster positive relationships with customers and team members
- Professional and courteous telephone manner
- Self-motivated and able to work with minimal supervision
- Ability to multitask while navigating various systems and communicating with customers
- Ability to handle customer issues appropriately and escalate when necessary
- Familiarity with help desk software (asset)
- Must be fluent in English and Spanish in all verbal and written communication
Benefits
Comp & perks- Be part of a company backed by numerous globally respected investors and holding world-changing patents
- Professional growth opportunities alongside blue-chip partners and experienced energy experts
- Close-knit team environment