Customer Support Administrator

Description

POSITION DESCRIPTION

As a Customer Support Administrator, you will play a crucial role in providing exceptional customer service and managing administrative tasks. You will be responsible for customer interactions with the organization are positive and leave them satisfied. You will take customer phone calls, respond to their inquiries and complaints, and assist them with completing their orders, all while remaining polite and professional. Additionally, you will be supporting the teams with their warranty reviews and documentations.

This position reports to the Senior Manager of Engineering Customer Support, or another senior management personnel that the President of the Company may designate. This position is located in Irvine, CA and working hours are Monday through Friday, from 8:00am to 5:00pm or 9:00am to 6:00pm local time. Overtime and weekend working hours may be required as needed. This position is expected to travel up to 10%.

RESPONSIBILITIES

• Phone-Based Customer Support:
  • Answering phone inquiries from customers promptly and professionally.
  • Assisting customers with questions, concerns, and issues related to products or services.
  • Tracking customer interactions and maintaining accurate records in databases.
  • Resolving escalated problems effectively.
• Administrative Duties:
  • Coordinating with other departments to resolve customer issues and complaints.
  • Maintaining customer-specific information in the system.
  • Identifying, recommending, and implementing innovative process improvements.
  • Providing administrative support to senior management as needed.
  • Running weekly reports and maintaining stock accuracy within the department.

REQUIRED QUALIFICATIONS

• Bachelor’s or Associate Degree in Associates, Technical, Computer Science, Information Technology, Engineering, Business, Education, Statistics, Technology Management, or Mathematics.
• 2 to 5 years of experience in administrative, customer service, or customer support.
• Experience with Microsoft Office 365, Google Suite
• Strong written and verbal communication skills
• Good analytical, interpersonal, organizational and project management skills

PREFERRED QUALIFICATIONS

• Experience with SalesForce Service a plus.
• Experience within Residential Solar Industry plus.

Hanwha Q CELLS America Inc. (“HQCA”) is headquartered in Irvine, CA, and handles sales for the North American region. It is a subsidiary of Hanwha Q CELLS Co., Ltd., one of the world´s largest and most recognized photovoltaic manufacturers for its high-performance, high-quality solar cells and modules. It is headquartered in Seoul, South Korea (Global Executive HQ) and Thalheim, Germany (Technology & Innovation HQ). Through its growing global business network spanning Europe, North America, Asia, South America, Africa, and the Middle East, the company provides excellent services and long-term partnerships to its customers in the utility, commercial, government, and residential markets. Hanwha Q CELLS is a flagship company of Hanwha Group, a FORTUNE Global 500 firm, and a Top 8 business enterprise in South Korea. HQCA recently acquired Geli, a leading developer of Energy Management System software for energy storage, solar, and other renewable resources.

All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.