TECHNICAL CUSTOMER SUPPORT LEVEL 1

Recooty; Remote; ZAR 50 000 - 200 000; Full time

Job summary

A renewable energy service provider is seeking a Technical Support Advisor to join their Level 1 Support Team in Cape Town. You will be responsible for providing seamless support to clients experiencing technical issues with solar systems via phone, email, and WhatsApp. This role requires excellent communication and problem-solving skills, as well as the ability to work rotating shifts, including evenings and weekends. A reliable internet connection is essential for this remote opportunity.

Qualifications

• Minimum of two years experience in customer service or technical support roles.
• Ability to work in rotating shifts including evenings, nights, weekends, and holidays.
• Reliable internet connection and a quiet workspace for remote work.

Responsibilities

• Answer inbound calls from clients seeking technical assistance with their solar systems.
• Troubleshoot technical issues and provide prompt solutions to customers.
• Make outbound calls to follow up on customer inquiries or issues.
• Respond to client emails in a timely manner.
• Handle queries from clients via WhatsApp.

Skills

Excellent communication skills

Problem-solving abilities

Technical aptitude

Customer service experience

Ability to adapt to changing priorities

Reliable internet connection

Job description

Job Brief

As a Technical Support Advisor in our Level 1 Support Team, your primary responsibility is to delight our clients by providing seamless, end-to-end support when they encounter technical issues with their solar systems. You will respond quickly and professionally to queries via phone, email, and WhatsApp. This role plays a critical part in maintaining the highest level of service excellence and customer satisfaction, essential to our operations; positioned as the First point of contact, you play a vital role in providing frontline support to customers facing technical hurdles with their solar systems, with 24/7 availability, including evenings, nights, weekends, and holidays, to ensure continuous support without interruption, reliable internet access is a must. Our technical support team offers 24/7 support to our clients.

Note that this role requires you to work 5 days per week, Monday to Sunday in a rotational capacity.

Responsibilities

• Answering inbound calls from clients seeking technical assistance with their solar systems.
• Troubleshooting technical issues and providing prompt solutions to customers, ensuring minimal disruption to their energy services.
• Making outbound calls to follow up on customer inquiries or issues, including gathering feedback from installers to improve our service offerings.
• Responding to client emails in a timely and effective manner, addressing their concerns and helping as needed.
• Handling queries from clients via WhatsApp, providing timely and accurate information to resolve their issues or concerns.
• Escalating complex technical issues to the Escalations manager and/or Level 2 support or relevant departments for further assistance and resolution.
• Taking ownership and accountability for any clients who you engage with, ensuring that you are always courteous and ensure complete, positive corrective measures and resolution.
• Adapting to and making use of any company tools required within the CX department, e.g. Zendesk and Quickbase – ensuring all activity and actions are recorded.
• At times, collaborating with customer account managers to ensure that customer needs are met and exceeded, including assisting with billing inquiries and account management tasks.
• Work as part of the team to share ideas and improve operation, contribute to new business initiatives and projects.

Skills Required

• Excellent communication skills, both verbal and written, with the ability to explain technical concepts clearly and concisely.
• Strong problem-solving abilities and technical aptitude, with a passion for delivering outstanding customer service.
• Previous experience in customer service or technical support roles, preferably with a minimum of two years' experience, is preferred.
• Ability to work in a fast-paced environment and adapt to changing priorities.
• Availability to work in rotating shifts, including evenings, nights, weekends, and holidays.
• Reliable internet connection and a quiet workspace for remote work.