job specification

The Position:

The Technical Support Specialist position is based in Osasco and plays an important role in this rapidly growing company. This is a dynamic and fast-paced role reporting to the Operations Service Manager. The position will be a key member of the service team and will serve as the primary point of contact for customers and partners with commercial, industrial, and utility-scale solar and battery plants.

Essential Duties and Responsibilities:

• Answer customer calls and provide technical and customer support.
• Communicate with customers via phone and email to deliver quick issue resolution, with the goal of achieving “one-call resolution.”
• Demonstrate exceptional listening skills and strong customer service in all written and verbal interactions.
• Create cases in the CRM system, take ownership of them, and communicate professionally with customers via portal, email, WhatsApp, and phone on a daily basis until resolution or escalation.
• Continuously document work throughout the day and provide detailed ticket updates.
• Escalate tickets to the Service Manager or Project Manager, providing clear background information to ensure fast resolution.
• Handle customer questions, complaints, and technical support inquiries with a high level of professionalism and courtesy.
• Create and approve RMAs, coordinating shipment of units or replacement parts in a timely manner with logistics partners or internal teams.
• Track RMAs and spare parts in the system to ensure delivery to the field within 24 to 48 hours.
• Support the creation of internal repair procedures for inverters.
• Prepare first-level failure reports for customers related to RMAs.
• Maintain failure rate reports in the system based on RMA data.
• Assist in scheduling shipments and coordinating third-party field support when needed.
• Perform a wide variety of additional tasks and special projects as assigned.
• Coordinate with the R&D team for scheduling and resolving critical cases.
• Manage warranty repairs and component replacements.
• Determine whether issues are internal or external and whether they are covered under warranty.

Minimum Requirements:

• Previous experience in customer support, preferably with PV products.
• Ability to work with test equipment and hand tools as required.
• Strong customer service, problem-solving, decision-making, and analytical skills.
• Effective written and verbal communication skills.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, and Outlook).

Education or Desired License and Certificates:

• Technical degree in Electrical, Electronics, or Mechatronics, or equivalent experience.
• Intermediate English level or above.
• Intermediate Spanish level or above.
• Solar industry experience is a plus.

Competencies

• Strong technical problem-solving and analytical skills.
• Self-starter with strong initiative and excellent communication skills.
• System- and product-level mindset.
• Highly organized, detail-oriented, and proactive.
• Strong focus on technical support and a service-oriented mindset.

Job Location

Osasco/SP – Full time

Compensation:

• Compensation commensurate with experience.
• Competitive benefits package.
• Strong opportunities for personal and company growth.

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