Senior Technical Support Officer

4 weeks ago


Ballito, South Africa The Change Lab Full time

The responsibilities typically include:

- Customer Assistance: Providing technical support and assistance to customers with solar product-related issues through various communication channels.
- Troubleshooting: Identifying and resolving technical problems by guiding customers through step-by-step troubleshooting processes.
- Documentation: Maintaining accurate and detailed records of customer interactions, technical issues, and solutions for future reference and improvement.
- Training: Offering training sessions to customers on the proper use, maintenance, and troubleshooting of solar equipment.
- Collaboration: Coordinating with internal teams or product development teams to escalate and resolve complex technical issues.
- Feedback Collection: Gathering feedback from customers to understand common issues, improve support processes, and contribute to product development.
- Quality Assurance: Ensuring that customer interactions align with company policies, procedures, and service quality standards.
- Communication: Effectively communicating technical information to customers with varying levels of expertise, ensuring clarity and understanding.
- Problem Resolution: Taking ownership of customer issues and working diligently to achieve satisfactory resolutions, ensuring a positive customer experience. This includes managing the RMA process with suppliers to ensure efficient feedback and resolution.

Must have a strong knowledge of general solar installations and trouble shooting and ideally have Victron technical knowledge. A solid understanding of electrical wiring and troubleshooting is also needed.

Pay: R15 000,00 - R25 000,00 per month

**Experience**:

- Solar: 2 years (required)


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