Post PTO Customer Support Specialist
Irvine, CA
Axia – Fulfillment /
Full-time /
On-site
Axia by Qcells provides solar, battery storage, EV chargers, and energy services to homeowners who are looking to reduce their reliance on the power grid and upgrade their home energy. Axia is a full-service solar solution provider and is the direct-to-consumer division of solar panel manufacturer, Qcells. We support solar sales consultation, customer system design, financing, installation, and warranty resolution for the ongoing customer relationship. Our goal is to deliver exceptional value through a seamless and superior solar journey, guided by the principles of transparency, reliability, and sustainability – creating a better way to go solar.
Q CELLS Home Energy Solutions seeks a Post PTO Customer Support Specialist to to manage and control projects through administrative and specialized expertise with the Home Energy System division. As an Post PTO Customer Support Specialist , you will be responsible for the support and management of of solar energy and battery storage that are currently in a post installation phase and need business support. Major responsibilities include intake and management of customer cases needing support, verification of documentation as needed , creation of customer care or service tickets, reporting and support on post install case creation reasons and subreasons, verification of system production withing various solar system monitoring portals, This is a key position with the responsibility for building and scaling the solar support operations to match the growth of the business. The ideal candidate is an experienced professional with strong analytical skills, great attention to detail, and problem solving and communication skills. This position will be based in the Q CELLS North America headquarters in Irvine, CA, although remote options may also be available.
Responsibilities
- Verify system performance via solar monitoring portals
- Create and manage service or customer care tickets as needed
- Report to Q Cells leadership on root cause analysis for creation of Care/Support tickets
- Manage and resolve paperwork deficiencies and stipulations with various parties as needed.
- Identifies and implements opportunities for continuous improvement
- Track delayed permission to operate by utility in cases where it may be delayed
- Review operational procedures and ensure conformance to industry best-practices
- Analyze and monitor team performance to iteratively improve upon cycle times
- Update CRM, Fulfillment portal, third party financier portals and various other business tools
Required Qualifications
- 1+ years’ experience in operations management and analytics
- Impeccable attention to detail
- Ability to exercise strong organizational, problem-solving and analytical skills
- Excellent leadership, team development, people management
- Detailed analytical thinker with ability to recruit and lead quantitative talent
- Excellent oral and written communication skills with the ability to present credit management, vision and strategy in internal and external forums
- Entrepreneurial mindset and demonstrated ability to thrive in a high-growth environment
- Process driven while finding long-term solutions
Hanwha Q CELLS America Inc. (“HQCA”) is headquartered in Irvine, CA, and handles sales for the North American region. It is a subsidiary of Hanwha Q CELLS Co., Ltd., one of the world´s largest and most recognized photovoltaic manufacturers for its high-performance, high-quality solar cells and modules. It is headquartered in Seoul, South Korea (Global Executive HQ), Thalheim, Germany (Technology & Innovation HQ), and San Francisco, USA (Energy Storage/Inverter & Software HQ). Through its growing global business network spanning Europe, North America, Asia, South America, Africa, and the Middle East, the company provides excellent services and long-term partnerships to its customers in the utility, commercial, government, and residential markets. Hanwha Q CELLS is a flagship company of Hanwha Group, a FORTUNE Global 500 firm, and a Top 8 business enterprise in South Korea. HQCA recently acquired Geli, a leading developer of Energy Management System software for energy storage, solar, and other renewable resources.
Benefits*
· Medical, Dental, Vision
· Paid Time Off
· Tuition Reimbursement
· 401K
· Paid Holidays
* All benefits dependent on role and eligibility
Physical, Mental, & Physical Demands
To comply with the Rehabilitation Act of 1973 the essential physical, mental and environmental requirements for this job are listed below. These are requirements normally expected to perform regular job duties. Incumbent must be able to successfully perform all of the functions of the job with or without reasonable accommodation.
Mobility
Standing: 20% of time
Sitting: 70% of time
Walking: 10% of time
Strength
Pulling: up to 10 Pounds
Pushing: up to 10 Pounds
Carrying: up to 10 Pounds
Lifting: up to 10 Pounds
Agility (F = Frequently, O = Occasionally, N = Never)
Turning: F
Twisting: F
Bending: O
Crouching: O
Balancing: N
Climbing: N
Crawling: N
Kneeling: N
Dexterity (F = Frequently, O = Occasionally, N = Never)
Typing: F
Handling: F
Reaching: F
All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
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