Technical Support Associate - EG4 Electronics

Shift: 10-7 p.m.

Providing support for our many distributors and their technicians. Maintaining a positive relationship between our customers and our engineers and R&D team while helping get answers to complex questions asked by their technicians. 

Key Responsibilities: 

• Multitask effectively, as you will be handling multiple issues from multiple customers regularly.
• Offer explanations of regular troubleshooting procedures via phone and email.
• Collaborate with internal teams such as product development, engineering, and learning & development. It is often necessary to address complex technical issues, communicate product feedback, and ensure alignment between customer needs and product capabilities.
• Demonstrate accurate documentation of support interactions, troubleshooting steps, and resolutions. This is essential for tracking issues, improving processes, and providing consistent support to distributors.
• Work closely with the learning & development and documentation team by providing frequently asked questions for manual updates and identifying gaps in training.
• All other duties assigned.

Required Skills and Attributes: 

• Remote Support Tools: Proficiency using remote support tools and software for diagnosing and resolving technical issues remotely. This may include screen‑sharing applications, remote desktop access, or the EG4 Monitoring System.
• Time Management :Ability to prioritize and manage multiple support requests efficiently to meet distributor needs and maintain high levels of customer satisfaction.
• Collaboration: Ability to collaborate with multiple departments, manufacturers, and distributors to meet the needs of equipment users.
• Continuous Learning: Ability to continue learning and keep up with new and evolving technologies.
• Problem‑Solving Abilities: Ability to analyze technical problems, identify causes, and implement effective solutions promptly.

Qualifications: 

• 1–2 years of technical support experience is preferred.
• NABCEP PVA preferred.
• Solar equipment knowledge is a plus.

Physical Requirements: 

• This position may require the ability to perform tasks that involve sitting, standing, walking, lifting 25+lbs, computer work and other physical activities. Candidates should be able to meet these physical demands with or without reasonable accommodations.

EEO Statement: 

EG4 Electronics is an equal opportunity employer and administers all personnel practices without regard to race, color, religious creed, sex, gender, age, ancestry, national origin, mental or physical disability or medical condition, sexual orientation, gender identity or expression, marital status, military or veteran status, genetic information, or any other category protected under federal, state, or local law.