Support Agent

2 weeks ago

Cape Town, Western Cape, South Africa Solarquest Full time

Company Overview:

We are a leading company in the solar industry, committed to providing sustainable and innovative energy solutions to our customers. As we continue to expand, we are seeking a highly motivated and customer-oriented Support Agent to join our team. This role requires excellent communication skills, knowledge of CRM platforms such as Zoho and Pipedrive (or similar), and a passion for renewable energy.

Job Summary:

The Support Agent will be responsible for providing exceptional customer support to our clients in the solar industry. You will be the main point of contact for customer inquiries, troubleshooting technical issues, and providing timely and accurate solutions. This position requires a strong understanding of solar products, as well as proficiency in using CRM systems to manage customer interactions and maintain accurate records.

Responsibilities:

  • Respond to customer inquiries and provide comprehensive support via phone, email, and other communication channels.
  • Troubleshoot and resolve technical issues related to solar products, systems, and installations.
  • Effectively communicate complex information in a clear and concise manner, ensuring customers understand the solutions provided.
  • Collaborate with internal teams to escalate and resolve customer issues promptly.
  • Maintain accurate records of customer interactions, inquiries, and resolutions using CRM software (Zoho, Pipedrive, or similar).
  • Provide product information, pricing, and technical specifications to customers.
  • Assist with order management, including processing orders, tracking shipments, and resolving any delivery issues.
  • Stay updated on industry trends, product knowledge, and best practices to provide up-to-date information to customers.
  • Contribute to the development of knowledge base articles and support documentation to improve efficiency and customer self-help resources.
  • Identify opportunities for process improvements and actively participate in team meetings and training sessions.

Requirements:

  • Proven experience as a customer support representative or similar role in the solar industry.
  • Excellent communication skills, both written and verbal, with a strong ability to convey technical information in a clear and understandable manner.
  • Proficiency in using CRM systems such as Zoho, Pipedrive, or similar platforms.
  • Strong problem-solving skills and the ability to think critically to troubleshoot technical issues.
  • Familiarity with solar products, systems, and installation processes.
  • Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
  • Strong organizational skills with great attention to detail.
  • Ability to work independently and collaboratively within a team.
  • Positive attitude, empathy, and patience when dealing with customers.
  • Flexibility to work occasional evenings or weekends based on customer needs.

Preferred Qualifications:

  • Experience working in a technical support role
  • Additional proficiency in other CRM platforms or relevant software applications.

If you are passionate about renewable energy and possess the required skills and qualifications, we encourage you to apply for this position. Please submit your resume and a cover letter detailing your relevant experience and why you are interested in joining our solar industry support team.

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