Technical Support Agent (Solar Energy)

About the position

Introduction

Our client is offering an exciting opportunity for a skilled solar professional as a Technical
Support Agent role. Join a forward-thinking team dedicated to delivering sustainable
energy solutions while helping clients optimise their solar systems. Acting as the primary
point of contact for customer, you will oversee their entire journey with solar solutions-
from initial onboarding to ongoing support. By building strong relationships, providing
first-line technical assistance, and delivering exceptional service, you will help enhance
customer satisfaction and retention every step of the way.

Roles and Responsibilities

1. New Customer Onboarding:

2. Guide customers through the onboarding process, ensuring smooth system setup and Solarman integration.

3. Perform checks on hybrid inverters, battery settings, and panel performance to
   address potential issues proactively.

4. Train customers on the mobile app for managing their solar systems effectively.

5. Client Journey and Relationship Management:

6. Serve as a dedicated account manager, providing regular system performance
   updates and scheduled check-ins at key intervals (e.g., 1-month, 3-month, and
   annually).

7. Build strong, trust-based relationships by anticipating and addressing the customers'
   needs throughout their solar journey.

8. Continuous Communication and Key Account Management:

9. Manage client communications across multiple channels, including WhatsApp,
   email, and phone, ensuring timely and professional responses.

10. Collaborate with internal teams to address customer feedback and improve
    service delivery.

11. Technical Problem-Solving and Support:

12. Troubleshoot and resolve first-line technical issues with solar systems, ensuring
    minimal downtime for clients.

13. Escalate complex cases to Level 2 support or other departments while
    maintaining ownership until resolution.

14. Process Improvement:

15. Share client feedback to help refine internal processes and service offerings.

16. Participate in initiatives to enhance the overall customer experience and
    retention rates.

Requirements

Essential:

• 3+ years' experience in the solar industry.
• Expertise with hybrid inverters and Solarman software.

Preferred:

• 3+ years' experience in the solar industry.
• Expertise with hybrid inverters and Solarman software.
• 2+ years' experience in customer service or account management.
• Familiarity with Zendesk, Microsoft Office, and CRM platforms.

Skills and Attributes:

• Strong technical troubleshooting and problem-solving abilities.
• Exceptional communication and interpersonal skills.
• Ability to build and maintain long-term client relationships.
• Organisational skills and attention to detail.
• Adaptability in a fast-paced, customer-focused environment.
  If you're a proactive, customer-centric professional with a passion for renewable energy. This is your opportunity to make a meaningful impact while advancing your career in a
  growing and dynamic industry.

Desired Skills:

• 1st Line
• Zendesk
• HelpDesk Experience
• Remote Troubleshooting
• Communicating with Customers
• Help Desk Support
• Technical knowledge

Desired Work Experience:

• 2 to 5 years

Desired Qualification Level:

• Diploma

Employer & Job Benefits:

• market-related salary