Technical Customer Support Level 1

6 months ago

Cape Town, South Africa GoSolr Full time

**Job Brief**:
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 mínimal 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.
- 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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