ROLE
– Assist dealers and electricians with product installation guidance.
– Conduct technical orientation sessions for channel partners.
– Support commissioning activities remotely.
– 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 solar inverter issues, lithium battery issues, lead-acid battery issues, installation and connectivity problems, and performance-related complaints.
– 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.
– Identify recurring product/service issues and report trends.
– Share customer feedback with product and quality teams.
– Suggest improvements in troubleshooting SOPs and service processes.
– Maintain professional communication with customers.
– Ensure customer satisfaction through timely resolution.
– Reduce repeat complaints through accurate diagnosis.

REQUIREMENTS
– Basic understanding of solar inverters, lithium batteries, lead-acid batteries, solar system installation, and electrical troubleshooting.
– Knowledge of multimeter usage and fault analysis preferred.
– Familiarity with CRM tools and Excel.
– Strong communication and problem-solving skills.
– Customer handling capability.
– Ability to work under pressure.
– Coordination and follow-up skills.