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.

Physical, Mental & Environmental Demands

To comply with the Rehabilitation Act of 1973 the essential physical, mental and environmental requirements for this job are listed below. These are requirements normally expected to perform regular job duties. Incumbent must be able to successfully perform all of the functions of the job with or without reasonable accommodation.

Mobility

Standing

20% of time

Sitting

70% of time

Walking

10% of time

Strength

Pulling

up to 10 Pounds

Pushing

up to 10 Pounds

Carrying

up to 10 Pounds

Lifting

up to 10 Pounds

Dexterity (F = Frequently, O = Occasionally, N = Never)

Typing

F

Handling

F

Reaching

F

Agility (F = Frequently, O = Occasionally, N = Never)

Turning

F

Twisting

F

Bending

O

Crouching

O

Balancing

N

Climbing

N

Crawling

N

Kneeling

N

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.

The salary range is required by the California Pay Transparency Act and may differ depending on the location of those candidates hired nationwide. Actual compensation is influenced by a wide array of factors including but not limited to, skill set, education, licenses and certifications, essential job duties and requirements, and the necessary experience relative to the job’s minimum qualifications.

• This target salary range is for CA positions only and should not be interpreted as an offer of compensation.
  
  

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