Customer Support Technician

BIGBELLY SOLAR, LLC

Needham, MA, USA

Full-Time; Hybrid Schedule

Benefits Offered:

401K with Match; Dental, Life, Medical, Vision; 15 Days Paid Vacation to Start; Bonus Plan

We are looking to fill an entry-level Customer Support Technician role at our Needham, MA location. This is a hybrid position which offers some work-from-home days and some in-office days.

Main responsibilities include providing our customers, distributors, and service providers with professional and courteous support with maintaining, managing, and repairing their Bigbelly stations, both by email and by phone.

Our Customer Support Technicians are responsible for remotely diagnosing mechanical and electromechanical station errors with the aid of our proprietary “CLEAN” software, determining possible resolutions, and following repairs through to their conclusion. This involves placing parts orders, initiating field service requests, and taking inbound troubleshooting phone calls from our Service Providers, customers, or distributors. This position is also responsible for following our warranty guidelines and providing our customer base with estimates for any non-warrantied items or repairs.

Key Responsibilities:

• Act as the main point of contact for customers and service providers.

• Monitor and respond to station alerts generated by our CLEAN software system.

• Remotely diagnose station errors and implement appropriate corrective action, which may include initiating field service requests.

• Process orders for parts, repairs, or services, as well as the return of items through our Return Merchandise Authorization process.

• Generate purchase orders to accompany work requests submitted to our Service Provider Network.

• Calculate estimates for parts, repairs, and services.

• Provide real-time troubleshooting assistance over the phone.

Desired Skills:

• The ability to maintain a positive, customer-focused attitude at all times.

• An aptitude for learning and understanding the nuances of product design and operation (training will be provided).

• The ability to communicate technical information clearly and accurately to others, both verbally and through written communication.

• Excellent organizational skills and the ability to work independently and on multiple and varied tasks.

• Willingness and ability to function as part of a Customer Support Team that shares common goals and upholds company values.