Technical Support – Customer Hotline (Solar & Energy Systems)

CPS America is your U.S.-based supplier for 3-phase string inverters for Commercial, Industrial and Utility-Scale projects. More than 10 gigawatts of CPS 3-phase string inverters are installed on 20,000+ projects around the nation, and that is increasing daily. We have been in business in the U.S. for more than a decade and are proud that we have held the #1 market share for 3-phase string inverters for 7 consecutive years. Our U.S. headquarters and Innovation Center is located in Richardson, Texas. In addition, our Business Operations is based in Somerville, NJ, Supply Chain Operations in Pomona, California and Products & Applications Engineering in Pleasanton, California. With offices on both coasts, Innovation Center in Texas and our field technical service team strategically positioned around the country, we are nimble and can respond to customer requests for assistance promptly.

Overview
Join our dynamic team as a Technical Support Specialist dedicated to assisting customers with Solar and Energy Systems via our dedicated hotline. In this role, you will be the frontline expert, providing energetic and clear support to clients experiencing technical issues. Your enthusiasm for technology and customer service will drive positive experiences, ensuring our clients maximize their energy solutions. This position offers an exciting opportunity to apply your IT knowledge in a fast-paced environment, helping users troubleshoot complex systems and optimize their energy setups.

Responsibilities

• Provide prompt, professional technical support to customers via phone and chat regarding Solar and Energy Systems issues.
• Troubleshoot hardware and software problems related to energy management systems, including operating systems such as Windows and macOS.
• Assist customers with network configurations, including LAN, VPN, firewalls, and other IT infrastructure components.
• Guide users through software troubleshooting steps for applications like BMC Remedy, ServiceNow, Jira, and other help desk tools.
• Support clients in managing computer hardware, operating systems, and peripheral devices to ensure seamless system performance.
• Document all customer interactions accurately in ticketing systems while maintaining clear communication throughout the resolution process.
• Collaborate with technical teams to escalate unresolved issues efficiently and follow up to ensure customer satisfaction.

Requirements

• Proven experience in technical support or IT support roles with a focus on customer service excellence.
• Strong knowledge of computer management, operating systems (Windows and macOS), and software troubleshooting techniques.
• Familiarity with computer networking concepts such as LAN, VPNs, firewalls, and general IT infrastructure components.
• Experience supporting desktop environments, including hardware setup, OS installation, and peripheral configuration.
• Proficiency with help desk tools like BMC Remedy, ServiceNow, Jira or similar ticketing platforms.
• Ability to communicate complex technical information clearly and positively to non-technical users.
• Knowledge of energy systems or solar technology is a plus but not mandatory; enthusiasm for learning is essential. Join us in delivering energized support that empowers our customers to harness the full potential of their Solar & Energy Systems!

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Experience:

• Solar and Energy Storage: 2 years (Required)
• electrical solar: 1 year (Required)

Work Location: Remote