Customer Support Agent - Tier III

ADT Solar Customer Support is a nationwide support team for both customers and employees alike. Our Tier 3 team specializes on the technical side of solar support. These agents remotely troubleshoot solar systems and provide expert level analysis of system performance. Agents daily work is centered around services cases created that could not be resolved during the initial call with the customer.

Role:

• Remotely troubleshoot solar and electrical installations on national level
• Provide tech support as both outbound/inbound calls to customers, manufacturers, and other internal departments at ADT Solar
• Balance and process new incoming service cases while maintaining currently assigned caseloads
• Maintain contact with customers during each case period, keeping communication foremost
• Document all work performed per case (logging calls, updates, etc.)
• Coordinate with local territories when site visits are required to resolve system issues

Responsibilities:

• Independently self-assign service cases from queues (using Salesforce)
• Utilize Enphase, Tesla, and other forms of monitoring to troubleshoot PV systems on advanced levels
• Review archived installation photos and documents to compare system performance and identify issues
• Contact customers to discuss case updates, service work, and system performance
• Answer specific, or more complex tech related questions that could not be answered during customer initial contact
• Aid customers with reconnecting the solar system to the internet (over the phone)
• Prevent unneeded site visits by remotely fixing minor system reporting or account errors
• Submit and process device replacements with manufacturers (contacting as needed)
• Estimate service pricing and send invoices to customers for service work to be performed
• Create new Salesforce projects to record service work completed per customer
• Transfer cases that are unable to be remotely resolved to local offices, while providing potential solutions and as much case/issue feedback as possible
• Respond to any internal technical support requests and aid others in understanding solar fundamentals
• Keep up to speed with advancements in solar technology and devices
• Consistently uphold professionalism and proper phone etiquette

Requirements & Qualifications:

• 2 years minimum of any form of Customer Service experience
• Must have a technical aptitude or background with a specific trade
• Previous solar or electrical experience significantly preferred, but not required
• Ability to chronologically follow steps and instructions
• Critical thinking, ability to take concepts and apply to other areas of relevance
• Must be able to multitask using multi
• Excellent oral, listening, and written communication skills
• Self-starter personality that works well independently as well as in a group
• Proficient with most Microsoft Office applications
• Prior experience with Salesforce is a plus
• Bilingual is a plus

Tools & Additional Notes:

• Salesforce CRM
• Enphase Enlighten Manager (and other Enphase applications)
• Tesla Powerhub
• Microsoft Word, Excel, PowerPoint, Teams, and Outlook
• Google Maps
• Other internal software and applications
• 40-hour work week (including some weekends)
• Fully remote position (potential options to work in office)