Customer Support Officer / Technical Customer Service Executive

Insight Resourcing; Gold Coast City; On-site; AUD 63,000 - 77,000; Full time

Benefits offered by this job

Excellent team culture

Career advancement opportunities

Great remuneration package

Job summary

1KOMMA5° is a global EnergyTech company on the Gold Coast, seeking a technically minded Customer Support Officer to manage tickets from pre- to post-installation. You will resolve issues via phone, email, and the CRM, ensuring accurate data, timely updates, and close collaboration with field crews and accounts.

The role offers a stable, on-site position at our Coombabah office with a culture-focused team and clear career progression in a fast-growing energy business.

Qualifications

• Experience in customer service or help desk roles.
• Ability to troubleshoot technical issues over the phone.
• Strong written and verbal communication skills.
• Comfort handling high-volume calls and emails.
• Good organisational and prioritisation skills.
• Willingness to support all team members as required.
• Proactive attitude and strong work ethic.

Responsibilities

• Responding to customer enquiries pre and post installation via phone, email, and the CRM platform.
• Managing, updating and closing service tickets within the CRM platform.
• Verifying and reviewing customer, site, and service information for accuracy.
• Preparing and issuing service documentation including reports, lists and updates.
• Providing timely updates to customers regarding their ticket progress.
• Coordinating directly with field personnel, including providing support to on-site team members where required.
• Liaising with accounts for invoicing and payment follow-ups.
• Re-engaging with customers and installers to organise follow-up work.
• Updating internal CRM and relevant manufacturer portals with case notes and outcomes.
• Assisting in generating reports for service issues, warranty claims or installation disputes.
• Performing post-installation checks to confirm system functionality and ensure key components are recorded correctly.

Skills

Phone handling

Technical troubleshooting

Verbal communication

Written communication

Organisational skills

Prioritisation

Team support

Proactive attitude

Tools

CRM platform

Job description

Customer Support Officer / Technical Customer Service Executive

1KOMMA5° is a global EnergyTech powerhouse revolutionising the way homes produce, store, and consume energy. With a bold mission to enable carbon-neutral living, we integrate cutting-edge solar, battery storage, EV charging and intelligent energy software into one seamless solution.

Backed by top-tier global investment and now operating in over 10 countries, 1KOMMA5° is one of the fastest-scaling clean energy companies in the world.

With the Australian operation now entering a period of rapid growth, the business requiresa technically minded Customer Support Officer to play a key role in supporting our customers throughout their solar journey—before, during, and after installation.

About the Role:

As a Technical Customer Support Officer, you will primarily work from our centralised CRM system to manage customer tickets and service requests. The core focus of this role is resolving support tickets efficiently, providing accurate information, and maintaining a high standard of customer service.

Key Responsibilities:

• Responding to customer enquiries pre and post installation via phone, email, and the CRM platform.
• Managing, updating and closing service tickets within the CRM platform.
• Verifying and reviewing customer, site, and service information for accuracy.
• Preparing and issuing service documentation including reports, lists and updates.
• Providing timely updates to customers regarding their ticket progress.
• Coordinating directly with field personnel, including providing support to on-site team members where required.
• Liaising with accounts for invoicing and payment follow-ups.
• Re-engaging with customers and installers to organise follow-up work.
• Updating internal CRM and relevant manufacturer portals with case notes and outcomes.
• Assisting in generating reports for service issues, warranty claims or installation disputes.
• Performing post-installation checks to confirm system functionality and ensure key components (e.g. inverter, monitoring, grid connection) are operational and recorded correctly.

1KOMMA5° is a global EnergyTech powerhouse revolutionising the way homes produce, store, and consume energy. With a bold mission to enable carbon-neutral living, we integrate cutting-edge solar, battery storage, EV charging and intelligent energy software into one seamless solution.

Backed by top-tier global investment and now operating in over 10 countries, 1KOMMA5° is one of the fastest-scaling clean energy companies in the world.

With the Australian operation now entering a period of rapid growth, the business requiresa technically minded Customer Support Officer to play a key role in supporting our customers throughout their solar journey—before, during, and after installation.

About the Role:

As a Technical Customer Support Officer, you will primarily work from our centralised CRM system to manage customer tickets and service requests. The core focus of this role is resolving support tickets efficiently, providing accurate information, and maintaining a high standard of customer service.

Key Responsibilities:

• Responding to customer enquiries pre and post installation via phone, email, and the CRM platform.
• Managing, updating and closing service tickets within the CRM platform.
• Verifying and reviewing customer, site, and service information for accuracy.
• Preparing and issuing service documentation including reports, lists and updates.
• Providing timely updates to customers regarding their ticket progress.
• Coordinating directly with field personnel, including providing support to on-site team members where required.
• Liaising with accounts for invoicing and payment follow-ups.
• Re-engaging with customers and installers to organise follow-up work.
• Updating internal CRM and relevant manufacturer portals with case notes and outcomes.
• Assisting in generating reports for service issues, warranty claims or installation disputes.
• Performing post-installation checks to confirm system functionality and ensure key components (e.g. inverter, monitoring, grid connection) are operational and recorded correctly.

Skills and experience:

• Ability to handle high volume phone calls and emails.
• Technically minded with a love for resolving issues for customers
• Excellent written and verbal communication skills – particularly verbal communication skills that will allow quick troubleshooting over the phone by getting to the root of the issue quickly and providing a solution.
• Good organisational skills.
• The ability to prioritise and problem solve.
• Eagerness to support all team members as required.
• Proactive attitude and strong work ethic.

We're keen to hear from candidates who have worked in customer service, help desk, client support type of roles who are experienced communicating with customers to resolve technical issues. The key here is an ability to provide quality customer service over the phone, research and problem solve for solutions.

This role joins a well establised technical support team, based in our Coombabah office. The salary on offer here is $70,000 + super and the hours of work are 8am - 4pm, Monday to Friday.

Additional information

• Be part of this growing global EnergyTech powerhouse
• Excellent team culture and fun working environment
• Great remuneration package and career advancement opportunities