Solar Support Specialist

2 months ago

Cape Town, Western Cape, South Africa Solarquest Full time
About the Role

Solarquest is a leading company in the solar industry, committed to providing sustainable and innovative energy solutions to our customers. We are seeking a highly motivated and customer-oriented Support Agent to join our team.

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.

Key Responsibilities
  • Customer Support: Respond to customer inquiries and provide comprehensive support via various communication channels.
  • Troubleshooting: Troubleshoot and resolve technical issues related to solar products, systems, and installations.
  • Communication: Effectively communicate complex information in a clear and concise manner, ensuring customers understand the solutions provided.
  • Collaboration: Collaborate with internal teams to escalate and resolve customer issues promptly.
  • Record Keeping: Maintain accurate records of customer interactions, inquiries, and resolutions using CRM software.
  • Product Information: Provide product information, pricing, and technical specifications to customers.
  • Order Management: Assist with order management, including processing orders, tracking shipments, and resolving any delivery issues.
  • Industry Knowledge: Stay updated on industry trends, product knowledge, and best practices to provide up-to-date information to customers.
  • Knowledge Base: Contribute to the development of knowledge base articles and support documentation to improve efficiency and customer self-help resources.
  • Process Improvement: Identify opportunities for process improvements and actively participate in team meetings and training sessions.
Requirements
  • Experience: Proven experience as a customer support representative or similar role in the solar industry.
  • Communication Skills: Excellent communication skills, both written and verbal, with a strong ability to convey technical information in a clear and understandable manner.
  • Crm Proficiency: Proficiency in using CRM systems such as Zoho, Pipedrive, or similar platforms.
  • Problem-Solving Skills: Strong problem-solving skills and the ability to think critically to troubleshoot technical issues.
  • Solar Knowledge: Familiarity with solar products, systems, and installation processes.
  • Time Management: Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
  • Organizational Skills: Strong organizational skills with great attention to detail.
  • Teamwork: Ability to work independently and collaboratively within a team.
  • Customer Service: Positive attitude, empathy, and patience when dealing with customers.
  • Flexibility: Flexibility to work occasional evenings or weekends based on customer needs.
Preferred Qualifications
  • Technical Support Experience
  • Additional CRM Proficiency

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