TECHNICAL CUSTOMER SUPPORT LEVEL 1

Job Brief:

As a Technical Support Advisor in our Level 1 Support Team your primary responsibility is to delight our clients by providing seamless endtoend support when they encounter technical issues with their solar systems. You will respond quickly and professionally to queries via phone email and WhatsApp. This role plays a critical part in maintaining the highest level of service excellence and customer satisfaction essential to our operations; positioned as the First point of contact you play a vital role in providing frontline support to customers facing technical hurdles with their solar systems with 24/7 availability including evenings nights weekends and holidays to ensure continuous support without interruption reliable internet access is a must. Our technical support team offers 24/7 support to our clients.

Note that this role requires you to work 5 days per week Monday to Sunday in a rotational capacity.

Responsibilities:

Answering inbound calls from clients seeking technical assistance with their solar systems.

Troubleshooting technical issues and providing prompt solutions to customers ensuring minimal disruption to their energy services.

Making outbound calls to follow up on customer inquiries or issues including gathering feedback from installers to improve our service offerings.

Responding to client emails in a timely and effective manner addressing their concerns and helping as needed.

Handling queries from clients via WhatsApp providing timely and accurate information to resolve their issues or concerns.

Escalating complex technical issues to the Escalations manager and/or Level 2 support or relevant departments for further assistance and resolution.

Taking ownership and accountability for any clients who you engage with ensuring that you are always courteous and ensure complete positive corrective measures and resolution.

Adapting to and making use of any company tools required within the CX department e.g. Zendesk and Quickbase ensuring all activity and actions are recorded.

At times collaborating with customer account managers to ensure that customer needs are met and exceeded including assisting with billing inquiries and account management tasks.

Work as part of the team to share ideas and improve operation contribute to new business initiatives and projects.

Skills Required:

Excellent communication skills both verbal and written with the ability to explain technical concepts clearly and concisely.

Strong problemsolving abilities and technical aptitude with a passion for delivering outstanding customer service.

Previous experience in customer service or technical support roles preferably with a minimum of two years experience is preferred

Ability to work in a fastpaced environment and adapt to changing priorities.

Availability to work in rotating shifts including evenings nights weekends and holidays.

Reliable internet connection and a quiet workspace for remote work.