On-line Service Specialist

The role of an Online Service Specialist at Solis involves providing technical support to customers in the United Kingdom and Europe. Your responsibilities will include handling remote technical support, inverter diagnostics, RMA processing, and managing customer satisfaction. This position is based in Mumbai and operates within the India time zone. Your key responsibilities will involve offering online/telephonic support for technical queries related to Solis inverters from UK and European customers. You will troubleshoot inverter and system-level issues using remote tools such as Solis Cloud and customer input. Additionally, you will be responsible for timely and effective complaint handling and ticket management using the ticketing tool Freshdesk. As an Online Service Specialist, you will also handle RMA order processing by receiving and verifying RMA forms from customers and coordinating internally. You will manage spare parts requests and coordinate with logistics for dispatch and return. In cases of complex or unresolved technical issues, you will escalate them to seniors, superiors, and leaders as necessary. It will be crucial for you to maintain accurate documentation of support activities and solutions provided. Collaboration with cross-functional peers is essential to ensure a high standard of customer service delivery. If you have experience in solar inverter technical support and are service-oriented, this role may be an ideal fit for you.,