A leading solar equipment supplier is seeking a Technical Service Specialist to join their customer support team based in Hokkaido. This position is based in Hokkaido though the company offers work from home when site visits are not required.
Role and Responsibilties
- Handle inbound customer inquiries via calls, emails, and chats, addressing concerns in queues such as onsite/offsite optimizer, inverter, and communication troubleshooting.
- Assist in troubleshooting and diagnosing grid tie solar inverter issues during product installation and startup, utilizing general knowledge, product schematics, and data from the knowledgebase.
- Collaborate with operations to validate the authorization for releasing necessary parts to resolve customer and contractor issues.
- Update the knowledge database with new troubleshooting insights gained from resolving customer calls, ensuring information is accessible to other technical support representatives.
- Document all activities within ticketing systems and other relevant database software platforms.
- Fulfill customer requests by creating layouts on the monitoring site as needed.
Must have Experience and Skills
- Minimum of 1 year of experience in an engineering support role.
- Basic understanding of IP network technology.
- Native level fluency in Japanese and business level fluency in English.
- Excellent interpersonal skills with a proven ability to build rapport and establish/keep working relationships with customers, peers, and managers.
Desired Experience and Skills
- Previous experience working with solar electric products.
- Local electrical engineering qualifications (電気工事士等）
- Electrical Engineering background or Degree
ersg are an equal opportunities employer; we are committed to promoting equality of opportunity for all job applicants. We do not discriminate against applicants on the basis of age, sex, race, disability, pregnancy, marital status, sexual orientation, gender reassignment or religious background; all decisions are based on merit.
