Technical Support Engineer

Key Responsibilities:

1. Respond to local customer inquiries, address technical and usage questions related to residential & C&I energy storage products through multiple channels, and provide professional technical support and customer service.

2. Handle customer complaints and after-sales requests, troubleshoot common issues based on energy storage product expertise; escalate unsolvable cases in a timely manner, follow up on progress, and effectively resolve disputes.

3. Organize and file customer information and communication records, summarize customer needs and product pain points to provide insights for product optimization.

4. Assist in improving the customer service knowledge base, updating FAQs and communication scripts for energy storage products to adapt to local customer habits.

5. Cooperate with technical and sales teams to communicate customer needs, conduct follow-up calls, and collect suggestions for product and ser...