IMPORTANT:This Advertiser has requested that applicants MUST be National Residents / Valid Work Permit-holders. Other applicants need not apply.
The Manager of the Systems Monitoring Team will manage the group which provides "Tier 2" technical support to SolarCity's customers with photovoltaic (PV) systems. The Manager will address customer issues with solar power systems and with SolarCity's network-based monitoring system, SolarGuard. The Manager will interact directly with customers to troubleshoot by phone and email, work with the team's Technical Support Engineers to resolve customer issues, and work with other groups within SolarCity to address process issues and provide technical expertise. The Manager will report to the Senior Director of Operations Engineering & Systems Reliability, providing metrics on the Team's case statistics, resource utilization and other typical metrics associated with a post-sales technical support team.
Responsibilities
Interact with SolarCity customers via telephone and email to address problems with the client solar and monitoring systems.
Follow processes for case handling, including keep customers informed of progress on their cases, documenting interactions and work done in our customer database.
Work with other SolarCity groups to obtain resolution to customer issues, understand other groups' processes, and act as a subject matter expert for other groups requiring technical information on PV systems and monitoring of systems.
Contribute to improvements in SolarCity's customer service.
Provide metrics to upper-level management.
Requirements
Enthusiasm for green technology, in particular solar and energy conservation technologies.
Personal skills suitable for frequent direct contact with non-technical customers in technical troubleshooting scenarios. A positive, friendly manner on the phone and in writing is essential, as well as patience and the ability to instruct and inform during the course of troubleshooting.
At least 2 years of customer service experience.
At least 2 years of technical management experience.
Understanding of a technical support environment and processes, including ability to document case histories clearly, accurately and with detail.
Experience with CRM systems, bug tracking systems.
Proficiency with productivity software and similar tools (MS Office, Mediawiki, SQL) is valuable; experience with web development and general programming ability is a plus.
Solid command of TCP/IP networking and security concepts, and practical experience with home network construction and troubleshooting, particularly wireless technologies.
Understanding of basic circuit theory and experience with solar power systems or other electronic systems/devices/components.
Ability to independently make decisions and solve problems.
Bachelor's degree, or Associates degree in relevant field.
