Technical Support Specialist
Palmetto Clean TechLocation not specified
Full Time
Posted October 28, 2025
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Job Description
The Technical Support Specialist at Palmetto is responsible for monitoring, troubleshooting, and resolving issues related to residential solar systems, providing remote support to customers, and coordinating with field teams to ensure optimal system performance and customer satisfaction throughout the system's lifespan.
Key Responsibilities
- Monitor and analyze the performance of residential solar systems to ensure optimal functionality.
- Provide remote troubleshooting support to resolve system issues and guide customers through reset procedures.
- Investigate elevated support tickets, confirm problem validity, and seek known solutions.
- Coordinate with the Field Service Team to schedule site visits for unresolved or complex issues.
- Maintain accurate records of issues, resolutions, and communications; generate performance reports.
- Identify trends or recurring issues within the portfolio and collaborate on solutions to improve system performance and customer satisfaction.
- Manage and prioritize service requests through the ticketing system, ensuring timely resolution in accordance with SLAs.
- Communicate with customers regarding system issues, troubleshooting steps, and next steps.
- Escalate unresolved issues and coordinate service visits to ensure seamless customer support.
- Collaborate with cross-functional teams including service, data engineering, sales, and partner management.
Requirements
- Minimum of 2 years of experience in a customer, tech, or sales support role preferred.
- Bachelor's degree (BS or BA) is preferred.
- A high degree of proactiveness, adaptability, and resourcefulness to excel in a dynamic, fast-paced environment.
- Customer service mindset.
- Problem solver with attention to detail.
- Strong enterprise software skills including G Suite, Salesforce, and Zendesk.
- Ability to work independently as well as in a team.
- Excellent written and verbal communication skills.
- Employment is contingent upon the successful completion of a background check.
Benefits & Perks
unlimited PTO
medical, dental, and vision coverage
paid parental leave
retirement plans
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