Solar Energy Technical Customer Service Representative

Denken Solutions Inc is the most sought-after company in the USA for project implementations and support services since 2010 with a strong lineup of professionals with relevant industry expertise.

We are looking for a Solar Energy Technical Customer Representative to join us remotely from any location in Mexico. The client is located in Canada, an Advanced English level is mandatory.

Hiring: Prestador de Servicios (provide a SAT Tax Official Invoice semi-monthly)

Work Schedule: Monday to Friday from 8:00 AM to 5:00 PM EST (Eastern Time)

As a Technical Customer Service Representative, you will assist residential and/or commercial customers with technical issues and inquiries related to their solar energy systems, provide information about solar products and services.  

Key Responsibilities: 

• Respond to customer inquiries via phone, email, or chat with a focus on technical support 
• Provide accurate information about solar products, services, installation processes, maintenance, its benefits and financing options. 
• Assist customers with installation and post-installation, troubleshooting and resolving issues related to their solar equipment and systems. 
• Processing customer orders, tracking shipments, and providing updates on the status of installations or service requests. 
• Handling customer complaints and concerns effectively, working to resolve issues in a timely manner to ensure customer satisfaction 
• Document customer interactions and maintain accurate records in our CRM system. 
• Walk customers through basic troubleshooting steps and remote diagnostics 
• Educate customers on how to read their solar production data and optimize system performance  

Required Qualifications: 

• 2+ years in technical support or customer service (preferably in the solar, electrical, or energy industry) (MANDATORY)
• Working knowledge of solar systems and components (PV systems, inverters, monitoring software) 
• Familiarity with troubleshooting tools and monitoring platforms 
• Knowledge on Solargraf, Helioscope, AuroraSolar (MANDATORY)
• Excellent English communication skills
• Good problem-solving skills 
• Ability to simplify complex technical concepts for non-technical customers 
• Strong attention to detail and documentation