Technical Support Specialist - Tier I

Technical Support Tier I

Summary

Reporting to the Technical Support Manager, the Technical Support Tier I Specialist is responsible for delivering customer service and technical assistance to installers, customers, and distributors of Lithion’s HomeGrid Energy Storage Systems. This role serves as the first line of contact, providing troubleshooting support and resolution for customer inquiries via phone, text, and email. The ideal candidate will possess strong problem-solving skills, technical knowledge, and excellent communication abilities to ensure customer satisfaction and timely issue resolution.

Direct Reports

• None
  
  

Key Responsibilities & Duties

• Serve as the primary point of contact for customers, answering inquiries related to installation, product specifications, and warranty claims
• Troubleshoot installation issues, identify root causes, and make necessary configuration adjustments to resolve customer concerns
• Collaborate with cross-functional teams, including customer success, integration, and technical teams, to resolve escalated technical issues
• Provide clear and concise technical support through phone and email, ensuring issues are addressed promptly and accurately
• Diagnose and troubleshoot hardware and software issues, providing customers with effective solutions
• Maintain accurate customer records and update the customer support database with relevant information
• Communicate technical solutions to customers in an easily understandable manner, ensuring clarity and resolution
• Follow up with customers to ensure issues are resolved and provide any additional assistance as needed
• Assist customers with account setup, password resets, and other technical issues
• Monitor customer satisfaction levels and take proactive measures to address concerns or complaints
• Maintain confidentiality and professionalism when handling customer data and sensitive information
• Perform other related duties as required by the Technical Support Manager
  
  

Qualifications & Compentencies

• High School Graduate or General Education Degree (GED) required
• Valid Drivers License
• Experience in electrical installation or technical support is a plus
• Strong customer service skills with excellent verbal and written communication abilities
• Self-motivated, organized, and able to prioritize tasks in a fast-paced environment
• Proven ability to troubleshoot and resolve technical issues efficiently
• Ability to work well both independently and as part of a team
• Strong attention to detail, critical thinking, and analytical skills to assess and resolve complex issues
• Knowledge of computer hardware and software applications, with experience in MS Office Suite
• Basic understanding of network infrastructure and troubleshooting
• High empathy and exceptional customer service skills
• Willingness to work evenings and weekends as needed
• Ability to travel to customer sites when required
• Bilingual (Spanish) highly recommended
  
  

Work Environment & Physical Requirements

• This role is conducted in an office or remote environment with occasional travel required for customer site visits
• Extended periods of sitting at a desk or workstation, as well as standing for long durations.
• Repetitive hand and arm movements
• Occasional lifting of up to 50 lbs.
• Frequent reaching, grasping, bending, or twisting motions
• Ability to travel to client locations, including long-distance driving