Job Description:

Responsibilities

Customer Support

• Serve as the first line of technical support for customer inquiries, troubleshooting, and issue resolution.

• Monitor and ensure system reliability, escalating performance issues when needed.

• Document, track, and manage customer support cases with accuracy and professionalism.

• Collaborate with cross-functional teams (Engineering, Product, Sales) to align solutions with customer needs.

• Report software- or system-related issues to the appropriate teams using defined reporting processes.

• Support warranty, performance, and data integrity efforts by maintaining detailed case records.

• Contribute to customer-facing resources, including FAQs, process guides, and training materials.

• Promote a customer-centric ethos by tracking and addressing customer concerns through monitoring tools

• Customer Portfolio Management responsibility
  

Continuous Improvement – Customer-Facing Processes

• Identify opportunities to improve customer support workflows, tools, and documentation.

• Assist in the development and automation of processes that enhance quality and efficiency.

• Partner with cross-functional teams to test and deploy updates to customer-facing systems.

• Support the development of dashboards, reports, and metrics to track customer experience and support effectiveness.

• Contribute to procedure manuals and knowledge bases, maintaining revision control and accuracy

At Nextracker, we are leading in the energy transition, providing the most comprehensive portfolio of intelligent solar tracker and software solutions for solar power plants, as well as strategic services to capture the full value of solar power plants for our customers. Our talented worldwide teams are transforming PV plant performance every day with smart technology, data monitoring and analysis services.

For us at Nextracker, sustainability is not just a word. It's a core part of our business, values and our operations. Our sustainability efforts are based on five cornerstones: People, Community, Environment, Innovation, and Integrity. We are creative, collaborative and passionate problem-solvers from diverse backgrounds, driven by our shared mission to provide smart solar and software solutions for our customers and to mitigate climate change for future generations.

Nextracker is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Culture is our Passion