• 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
Technical Support & Troubleshooting
• Handle inbound and outbound customer calls related to inverter and battery complaints.
• Diagnose technical issues through phone, WhatsApp, video calls, and remote support.
• Guide customers/dealers for basic troubleshooting and installation checks.
• Support field technicians and service partners in resolving technical issues.
• 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
Complaint Management
• Register and track complaints in CRM/ERP systems.
• Ensure TAT-based closure of service tickets.
• Escalate unresolved cases to senior technical teams.
• Coordinate with logistics for replacement/spare dispatch.
• Maintain proper documentation of issue resolution.
Dealer & Technician Support
• 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 diagnosis
Requirements
Technical Skills
• Basic understanding of:
o Solar inverters
o Lithium batteries
o Lead-acid batteries o Solar system installation
o Electrical troubleshooting
• Knowledge of multimeter usage and fault analysis preferred.
• Familiarity with CRM tools and Excel.
Soft Skills
• Strong communication and problem-solving skills.
• Customer handling capability.
• Ability to work under pressure.
• Coordination and follow-up skills.
