Job Description
About the Role:
We are seeking a highly motivated and experienced Customer Success Specialist to join our TeraHive team. The Customer Success Specialist is responsible for ensuring that our customer satisfaction goals are met or exceeded. This individual plays a key role in providing exceptional customer service, troubleshooting systems remotely, and ensuring that our clients receive the full benefit of our energy storage solutions. This position requires a strong understanding of the solar and energy storage industry, including relevant regulatory codes and standards, as well as IT infrastructure.
What You’ll Do:
- Respond to customer queries and resolve cases through phone and various channels in a timely and accurate way to achieve team objectives.
- Provide excellent customer service to new and existing customers, including distributors, installers, ad end users.
- Guide customers through standard troubleshooting steps, resolving issues at the first point on of contact when possible.
- Identify and escalate service issues promptly.
- Handle the processing of RMAs (Return Merchandise Authorization).
- Ensure customer satisfaction by providing proactive communication, follow-up, and resolution updates.
- Contribute to the development of support documentation, FOAs and knowledge base articles.
- Collaborate and share customer feedback with sales, service, and management to enhance customer satisfaction.
Who You Are:
- Associate’s degree in business administration or related technical field, or equivalent experience.
- Experience in the renewable energy field, with a specialty in energy storage systems.
- Strong customer service and support capabilities.
- Relevant experience and proficient knowledge in the solar, energy, and/or IT industries.
- Proven experience in Salesforce Service Cloud, including case management, knowledge base setup, and automation processes.
- Comprehensive understanding of NEC and system regulatory codes for PV and energy storage installations, including NFPA 70, IEEE 1547, UL 1741, and Rule 21.
- Exceptional communication skills, both verbal and written.
- Proficient in Microsoft Office including Word, Excel, Outlook, Teams, PowerPoint, and/or other applications to streamline communication and complete tasks
Travel:
- 10% domestic travel subject to change due to business needs
Job Type: Full-time
Pay: $67,000.00 – $84,000.00 per year
Benefits:
- 401(k) matching
- Dental insurance
- Employee assistance program
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Schedule:
- 8 hour shift
- Day shift
- Monday to Friday
Experience:
- Service Cloud: 1 year (Required)
- storage battery troubleshooting: 1 year (Required)
- Solar energy: 2 years (Required)
Ability to Relocate:
- Milpitas, CA 95035: Relocate before starting work (Required)
Work Location: Hybrid remote in Milpitas, CA 95035