Technical Support Associate

Technical Support Associate Get AI-powered advice on this job and more exclusive features. About Solar MD - LEADERS IN ENERGY STORAGE Solar MD was founded in 2014, with a vision of affordable clean energy with the goal to develop and manufacture battery systems that store electricity from renewable energy sources as efficiently as possible. We are committed to sustainability, excellence, and transforming the way our world is powered. About the role As a Technical Support Associate at SolarMD you will support our mission by ensuring customers achieve the highest level of satisfaction with their Lithium‑Ion battery storage solutions. By providing technical expertise, troubleshooting, and timely resolutions, the associate helps maintain the reliability and reputation of SolarMD's innovative clean energy technologies, enabling customers to meet their energy goals effectively. Core Responsibilities Diagnose and solve hardware, software, and system‑related problems efficiently. Communicate effectively with clients and installers through various channels to ensure satisfaction. Manage tickets, coordinate repairs, and collaborate with internal teams to streamline operations and improve service delivery. Extended Responsibilities Diagnosing and Resolving Technical Issues Ensure technical issues related to batteries, inverters, and associated systems are accurately diagnosed and resolved. Providing Customer Support via Multiple Channels Deliver high‑quality support through live chat, phone, and other platforms while maintaining professionalism. Ensure a positive experience in every customer interaction. Communicate empathetically and professionally with customers, even during challenging situations, maintaining professionalism. Upskilling in Technical Knowledge Continuously learn about new products, technologies, and processes to improve support quality. Enhance Team Collaboration and Knowledge Sharing Actively participate in team meetings and brainstorming sessions. Share insights and solutions to common technical problems with peers. Developing and Streamlining Processes Create training materials, manuals, and improve existing workflows to enhance support efficiency. Test and Provide Feedback on New Products and Software Assist with testing new product features and software updates. Provide constructive feedback to improve product quality and user experience. Managing the Ticketing System Log, track, and close tickets accurately while ensuring adherence to procedures. Maintain and Enhance Documentation and Knowledge Base Document recurring issues and resolutions for internal use. Create and update support articles to expand the customer‑facing knowledge base. Coordinating Repairs and Internal Communication Facilitate the repairs process and maintain clear communication with clients and internal departments. Skills, Knowledge, Experience, and Talents required for the role Knowledge and skills Proficiency in using diagnostic tools and platforms (e.g., mypower24 and similar portals). Strong analytical and troubleshooting capabilities to identify and resolve technical issues. Excellent written and verbal communication for liaising with clients, installers, and internal teams. Ability to simplify complex technical details for non‑technical stakeholders. High level of organization and time management to handle multiple tasks effectively. Competence with ticketing systems like Freshdesk, ZoHo and other administrative tools. Advanced computer skills and the ability to learn new applications quickly. Experience Familiarity with renewable energy technologies, particularly batteries, inverters, and associated systems. Previous experience in technical or IT support roles is essential. Proven experience in managing documentation, tracking systems, and correspondence. Desired Competencies Accuracy in diagnosing issues and documenting processes. Strong interpersonal skills and the ability to build positive relationships with clients and installers. Basic understanding of electrical concepts. Demonstrated ability to perform under pressure and manage high workloads effectively. Willingness to upskill and adapt to new technologies and processes. Capability to develop training materials, conduct sessions for installers, and streamline existing procedures. Ability to work seamlessly with other departments, such as R&D, Store, and Repairs. Seniority level Entry level Employment type Full-time Job function Information Technology Industries Appliances, Electrical, and Electronics Manufacturing Referrals increase your chances of interviewing at Solar MD by 2x Cape Town, Western Cape, South Africa #J-18808-Ljbffr