Ivy WANG

Responsibilities: • Complaint Handling: Managed thousands of technical complaints related to battery and inverter issues, ensuring that all cases were handled swiftly and efficiently. Provided clear, actionable solutions to both customers and installers, enhancing overall customer satisfaction. • Customer Support and Education: Provided patient, step-by-step guidance to customers, explaining how to use and maintain their energy storage systems. I helped them understand key features like battery charging periods, solar panel setup, and inverter configuration, reducing recurring issues. • Remote Troubleshooting: Solved technical issues remotely, such as battery overvoltage, communication errors, MPPT string voltage discrepancies, and relay errors. My remote solutions have prevented the need for on-site repairs in most cases. • Case Management: Assigned and tracked daily cases via service.uk mailbox, ensuring timely resolution of technical issues. I maintained high response rates and followed up with customers to ensure all their concerns were fully addressed. • Tailored Technical Suggestions: Provided customized recommendations based on customers’ specific system setups, helping optimize performance and prevent future issues. • Collaboration with Electricians: Partnered with qualified electricians from distributors to provide on-site support, resolve complex system faults, and deliver technical training. This collaboration ensured smoother system installations and fewer post-installation issues. • Firmware and System Updates: Performed regular remote updates to customer systems, ensuring that the latest firmware versions were installed and that any potential issues were addressed pre-emptively.