Technical Service Representative

     The mission of sonnen’s technical support team is to ensure every customer has an excellent experience. We solve problems, educate customers, and help to improve the quality of sonnen’s products and of our partners’ and customers’ experiences.

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 photovoltaic (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 system
• Support partners on scheduled and unscheduled technical troubleshooting appointments.
• Support partners by preemptively servicing products whenever a technical problem is identified. 
• Use Salesforce to document all relevant call,email, and case activity to ensure proper data capture.
• Use Salesforce to escalate cases toTech 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 ofbecoming 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 required for this requisition.
• Electrical experience is a huge plus!

About sonnen

• We are a world leader in battery energy storage systems (BESS) for residential, commercial, educational, and industrial uses.  
• sonnen, Inc. is based in Stone Mountain, GA.
• We work a hybrid schedule.  We want you in office two days per week (or more, if you prefer), with Wednesday being the only required in-office day (it's the day we have our larger team meetings. And sometimes donuts).  During training, we'll want you here every workday. It makes it much easier to get you up to speed on our products, processes, and people.

About the job

• It is a 11AM to 8PM shift, once initial training is done. 
• Dress code is business casual (unless you REALLY want to wear a suit)