Technical Support Specialist
Palmetto Clean TechnologyLocation not specified
Full Time
Posted October 27, 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, ensuring optimal 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 and confirm the validity of elevated support tickets, escalating complex issues to the Field Service Team.
- Coordinate with the Field Service Team to schedule site visits and ensure seamless issue resolution.
- Maintain accurate records of issues, resolutions, and communications, and generate performance reports.
- Identify trends or recurring issues within the solar asset portfolio and collaborate on solutions to improve system performance and customer satisfaction.
- Manage and prioritize service requests through the ticketing system, ensuring timely responses and adherence to SLAs.
- Communicate effectively with customers, service teams, and other departments to facilitate issue resolution.
- Participate in process improvements, root-cause analysis, and projects to enhance service quality and operational efficiency.
Requirements
- A Bachelor's degree (BS or BA) is preferred.
- Minimum of 2 years of experience in a customer support, technical support, or sales support role is preferred.
- High degree of proactiveness, adaptability, and resourcefulness to excel in a dynamic, fast-paced environment.
- Customer service mindset with the ability to communicate empathetically with customers.
- Problem-solving skills with attention to detail.
- Strong enterprise software skills, including proficiency in G Suite, Salesforce, and Zendesk.
- Ability to work independently as well as in a team environment.
- Excellent written and verbal communication skills.
- Knowledge of the construction or solar industry is preferred.
- 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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