Technical Support Technician

14 hours ago

Johannesburg, South Africa Metrowatt Full time

**Your Role**

**Responsibilities**

Technical Support:

- Troubleshoot and resolve technical issues related to solar energy solutions, electrical equipment, and installations.
- Diagnose problems, identify root causes, and develop solutions or workarounds to restore functionality.
- Document and track all customer interactions and technical issues in the support ticketing system.

Customer Service:

- Guide customers through troubleshooting processes and provide clear instructions and explanations.
- Escalate complex technical issues to senior technical support staff or relevant departments, as required.
- Follow up with customers to ensure successful resolution of technical problems and customer satisfaction

Product Knowledge and Documentation:

- Maintain a deep understanding of the company's solar energy solutions, inverter equipment, and installation processes.
- Stay up to date with industry trends, new product releases, and advancements in solar technology.

Quality Assurance:

- Conduct quality checks on completed installations and repairs to ensure compliance with company standards and specifications.
- Perform testing and inspections to verify the functionality and performance of solar energy systems and electrical equipment.

Continuous Learning and Development:

- Participate in training programs, workshops, and seminars to enhance technical skills and knowledge, keep abreast of industry advancements, best practices, and emerging technologies in solar energy and electrical equipment.

**Requirements**:

- NQF Level 5 in IT / engineering or equivalent
- Proven experience as a Technical Support Technician or in a similar technical role.
- Proficient in troubleshooting techniques and diagnostic tools for identifying and resolving technical issues.
- Excellent problem-solving and analytical skills with the ability to think critically and adapt to changing situations.
- Strong attention to detail and accuracy in documenting technical issues and resolutions.
- Strong communication skills and interpersonal skills
- Proven ability to build and maintain Customer relationships.
- Strong organizational and time management skills.
- Ability to work independently and as part of a team.
- Valid driver's license and willingness to travel to various locations for on-site technical support

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