Palmetto Clean Technology - Technical Support Specialist lll

• BS/BA is preferred. • 2+ years of experience in technical support, customer support, or operations in a high-volume environment. • Strong troubleshooting and problem-solving skills, with the ability to diagnose issues using data and structured thinking. • Ability to quickly learn and navigate monitoring platforms, CRM systems, and technical tools (Salesforce experience preferred). • Strong communication skills, with the ability to explain technical concepts clearly to non-technical customers. • Attention to detail in documenting cases, troubleshooting steps, and outcomes. • Ability to manage multiple cases simultaneously while maintaining SLA performance. • Proactive, resourceful, and comfortable operating in a fast-paced, evolving environment. • Experience in residential solar, electrical systems, or field service environments is preferred. • Familiarity with OEM monitoring platforms (e.g., Enphase, SolarEdge) is preferred. • Spanish proficiency is a plus. • Success Defined • Success Defined • Success in this role is measured by the ability to resolve issues quickly and accurately through remote troubleshooting, while ensuring high-quality case handling and seamless escalation when required. • Remote Resolution Rate & Timeline • Achieve target remote resolution rate while maintaining a fast median time to resolution, minimizing the need for site visits and reducing overall service timelines. • Troubleshooting Quality & Escalation Accuracy • Consistently identify root causes and execute effective troubleshooting steps, with clear, complete escalations that enable efficient downstream coordination and minimize rework. • Queue Management & SLA Adherence • Maintain strong performance against SLA targets by effectively prioritizing and managing case queues, ensuring timely response and resolution across all service requests. • Employment is contingent upon the successful completion of a background check. • Equal Employment Opportunity • Palmetto embraces diversity and is an Equal Employment Opportunity employer. Employment is decided on the basis of qualifications, merit, and business need. We do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or any other status protected under federal, state, or local law. • For more about our Privacy Policy, visit: https://palmetto.com/privacy-policy