Technical Support Specialist

Job Description Join a global leader and innovator in the field in Solar energy technology and battery solutions for residential and commercial systems. This growing company is currently developing its technical support team in Australia & New Zealand and is recruiting a Technical Support Specialist who will be based in Melbourne or Sydney, working with an experienced colleague based in Melbourne. The main function of the Technical Support Specialist, reporting to the Tech Support Manager in Europe, is to respond to technical and installation problems of solar installers and battery systems in order to ensure the highest level of customer satisfaction. Contact with customers and installers will be mostly by telephone and e-mail. **This role will suit an enthusiastic problem solver who finds satisfaction in helping others, with excellent and clear communication skills. Specific technical product training will be provided.If you apply, please INCLUDE **A ONE PAGE COVER LETTER – not written by AI – with the following: 1) Why you are interested in this role, 2) your customer service qualities, and 3) evidence of technical suitability. As the primary area of responsibility, the Technical Support Specialist will:

• Accurately and efficiently assess, analyze, advise, and resolve technical issues observed on the company's products.
• Monitor existing installations via an online monitoring portal and identify installation issues.
• Track technical issues via CRM.

In Addition, The Technical Support Specialist Must

• Be motivated for everything related to the company.
• Be a good listener, have patience and high level of empathy.
• Be able to manage time effectively and efficiently and carry out projects and assignments in a cost-effective manner.
• Treat all contacts, installers and customers with respect, professionalism, patience, and positivity.
• Be proficient in the installation of Internet routers and bridging devices, understanding and recognizing different wiring and equipment.
• Have an eye for detail, be punctual and organized.
• Respond to any request, question, concern or problem of the installer or customer through a courteous, knowledgeable and authoritative presentation.
• Be able to pacify difficult conversations should they arise and leave satisfied customers.
• Maintain consistent notes and records of conversations and data collected during service calls.

Profile

• FULL LEGAL RIGHTS to work in Australia is essential.
• Technical/engineering education in electrics / electronics is a major asset.
• Will suit a Solar panel installer who wants to move to Tech Support function.
• Experience in CRM (Salesforce Service Cloud, Odoo, or equivalent) is an asset.
• Good knowledge in the use of computer and web tools.
• Knowledge of the solar industry or high-tech products is highly appreciated.
• Autonomous and organized, able to work in team.
• Excellent verbal and written communication in English.
• Comfortable in fast-growing and fast-changing environments.
• Preferred place to work: Home Office.