Technical Support Representative

Job Summary: The Customer Service/Technical Support Representative is responsible for providing basic to advanced technical support to customers who are experiencing technical issues with their LG residential battery energy storage system. This position will use technical knowledge to identify and troubleshoot problems, and provide timely and effective solutions to customers. Additionally, this position will provide excellent customer service to ensure a positive customer experience. The key to success in this role is to be highly proficient in retaining information and applying trainings to daily work product.

What does a day in the life of a Technical Support Representative look like?

• Provides basic to advanced technical support to customers who are experiencing technical issues with their residential battery energy storage system
• Identifies and troubleshoots technical problems, and provides timely and effective solutions to customers
• Communicates technical solutions to non-technical customers in a clear and concise manner
• Escalates complex issues to higher-level team members as necessary
• Documents customer interactions and technical issues in a customer relationship management (CRM) system
• Create RMA(Return Material Authorization) tickets as needed in CRM
• Provides excellent customer service to ensure a positive customer experience
• Adheres to company policies and procedures and departmental SOPs (Standard Operating Procedures)
• Meets or exceeds performance targets for related KPIs
• Continuously improves knowledge of products, services, and processes by participating in training programs and continuous learning modules
• Collaborates with other departments as needed to resolve customer issues
• Maintains a positive, empathetic, and professional attitude toward customers and colleagues at all times

• 1-2 years experience in a technical support role or equivalent preferred
• Good communication skills, both verbal and written
• Proficiency in using computer applications and software
• Experience using a CRM preferred
• Ability to retain information and adapt to changing workflows

Skills: Capital Equipment, Communication Skills, Computer Skills, Computer Software, Continuous Improvement, Customer Experience, Customer Relations, Customer Relationship Management (CRM), Customer Relationship Management (CRM) Systems, Customer Support/Service, English Language, Exceeded Sales Goal, Identify Issues, Manufacturing, Multilingual, Operating Systems, Performance Metrics, Presentation/Verbal Skills, Resolve Customer Issues, Return Merchandise Authorization (RMA), Spanish Language, Standard Operating Procedures (SOP), System Integration (SI), Systems Administration/Management, Systems Analysis, Technical Support, Time Management, Training Program, Writing Skills

LG Energy Solution Vertech, Inc. (LGES Vertech) is a full-service energy storage system supplier and integrator. Using our core strengths of expert service to our customers, unparalleled safety, and excellence in manufacturing, we bring standardized, fully integrated energy storage systems to a rapidly growing worldwide market. Our systems address our customers’ needs to reduce capital equipment and installation costs while enhancing system level performance and reliability using automated monitoring systems and analytics across the battery, power conditioning and auxiliary systems. Our AEROS® energy operating system is the engine of innovation to provide advanced control functions allowing our customers to maximize the value of their energy storage assets. Our service capabilities include advanced monitoring and analytics, scheduled maintenance, augmentation, and auxiliary system upgrades. The combination of excellence in battery technology and production coupled with nearly two decades of energy storage integration makes LGES Vertech a leading supplier and integrator in the power and energy markets.

LGES Vertech empowers and expects its team members to assume responsibility and make good decisions, while maintaining a team environment that fosters collaboration and innovation.