Technical Support Associate

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.

We are seeking a dynamic and experienced professional to join our team as a Technical Support Associate supporting our internationalization process reporting to the System Engineer.

Role Overview

The Technical Support Associate supports SolarMD's 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.

Deliver Exceptional Customer Service

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.

Why Join Solar MD?

Be part of a passionate team committed to making a positive impact.

Grow with us into the international market in Africa and Europe.

Work in an innovative and fast-paced industry with opportunities for growth.

Competitive salary and benefits package.

Career path opportunities for top performance.

Engage in meaningful work that supports sustainability and advances renewable energy solutions.