• Assist dealers and electricians with product installation guidance. • Conduct technical orientation sessions for channel partners. • Support commissioning activities remotely. Quality & Process Improvement • Identify recurring product/service issues and report trends. • Share customer feedback with product and quality teams. • Suggest improvements in troubleshooting SOPs and service processes. Customer Experience • Maintain professional communication with customers. • Ensure customer satisfaction through timely resolution. • Reduce repeat complaints through accurate diagnosisKey Responsibilities
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Technical Support & Troubleshooting
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• Handle inbound and outbound customer calls related to inverter and battery complaints.
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• Diagnose technical issues through phone, WhatsApp, video calls, and remote support.
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• Guide customers/dealers for basic troubleshooting and installation checks.
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• Support field technicians and service partners in resolving technical issues.
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• Provide technical resolution for: o Solar inverter issues o Lithium battery issues o Lead -acid battery issues o Installation and connectivity problems o Performance -related complaints
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Complaint Management
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• Register and track complaints in CRM/ERP systems.
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• Ensure TAT -based closure of service tickets.
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• Escalate unresolved cases to senior technical teams.
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• Coordinate with logistics for replacement/spare dispatch.
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• Maintain proper documentation of issue resolution.
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Dealer & Technician Support
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• Assist dealers and electricians with product installation guidance.
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• Conduct technical orientation sessions for channel partners.
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• Support commissioning activities remotely. Quality & Process Improvement
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• Identify recurring product/service issues and report trends.
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• Share customer feedback with product and quality teams.
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• Suggest improvements in troubleshooting SOPs and service processes.
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Customer Experience
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• Maintain professional communication with customers.
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• Ensure customer satisfaction through timely resolution.
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• Reduce repeat complaints through accurate diagnosis
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Requirements<\/h3>
Technical Skills
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• Basic understanding of:
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o Solar inverters
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o Lithium batteries
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o Lead -acid batteries o Solar system installation
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o Electrical troubleshooting
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• Knowledge of multimeter usage and fault analysis preferred.
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• Familiarity with CRM tools and Excel.
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Soft Skills
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• Strong communication and problem -solving skills.
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• Customer handling capability.
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• Ability to work under pressure.
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• Coordination and follow -up skills.
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