Customer Success Specialist

$67,000 - $84,000/Yr

Liteon - Milpitas, CA

Full-time - Entry Level

Remote - Milpitas, CA

Real Estate

About the position

The Customer Success Specialist at LITEON is a vital role within the TeraHive team, focused on ensuring customer satisfaction and providing exceptional service in the renewable energy sector. This position involves troubleshooting energy storage systems, guiding customers through issues, and ensuring they receive the full benefits of the company's solutions. A strong understanding of the solar and energy storage industry, along with IT infrastructure, is essential for success in this role.

Responsibilities

• Respond to customer queries and resolve cases through phone and various channels in a timely and accurate way to achieve team objectives.
• Provide excellent customer service to new and existing customers, including distributors, installers, and end users.
• Guide customers through standard troubleshooting steps, resolving issues at the first point of contact when possible.
• Identify and escalate service issues promptly.
• Handle the processing of RMA's (Return Merchandise Authorization).
• Ensure customer satisfaction by providing proactive communication, follow-up, and resolution updates.
• Contribute to the development of support documentation, FOA's, and knowledge base articles.
• Collaborate and share customer feedback with sales, service, and management to enhance customer satisfaction.

Requirements

• Associate's degree in business administration or related technical field, or equivalent experience.
• Experience in the renewable energy field, with a specialty in energy storage systems.
• Strong customer service and support capabilities.
• Relevant experience and proficient knowledge in the solar, energy, and/or IT industries.
• Proven experience in Salesforce Service Cloud, including case management, knowledge base setup, and automation processes.
• Comprehensive understanding of NEC and system regulatory codes for PV and energy storage installations, including NFPA 70, IEEE 1547, UL 1741, and Rule 21.
• Exceptional communication skills, both verbal and written.
• Proficient in Microsoft Office including Word, Excel, Outlook, Teams, PowerPoint, and/or other applications to streamline communication and complete tasks.

Benefits

• Health insurance
• Dental insurance
• Paid time off
• Employee assistance program
• Vision insurance
• 401(k) matching
• Life insurance