Job Brief:
As a Technical Support Advisor in our Level 1 Support Team, your primary responsibility is to delight our clients by providing seamless, end-to-end 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 problem-solving 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 fast-paced 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.
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