Technical Support Agent (Solar Energy)

Energy Vault; Johannesburg; On-site; ZAR 200,000 - 350,000; Full time

Job summary

A leading company in the solar energy sector seeks a Technical Support Agent to enhance customer satisfaction and manage solar system onboarding. The role involves troubleshooting, customer communications, and relationship management, ensuring clients receive exceptional service throughout their solar journey.

Qualifications

• 3+ years’ experience in the solar industry.
• Expertise with hybrid inverters and Solarman software.
• 2+ years’ experience in customer service or account management preferred.

Responsibilities

• Guide customers through onboarding and ensure smooth system setup.
• Serve as a dedicated account manager and provide system performance updates.
• Troubleshoot and resolve first-line technical issues with solar systems.

Skills

Technical troubleshooting

Communication skills

Interpersonal skills

Organisational skills

Adaptability

Tools

Solarman software

Zendesk

Microsoft Office

CRM platforms

Job description

Introduction

Our client is offering an exciting opportunity for skilled solar professional as a Technical
Support Agent role. Join a forward-thinking team dedicated to delivering sustainable
energy solutions while helping clients optimise their solar systems. Acting as the primary
point of contact for customer, you will oversee their entire journey with solar solutions—
from initial onboarding to ongoing support. By building strong relationships, providing
first-line technical assistance, and delivering exceptional service, you will help enhance
customer satisfaction and retention every step of the way.

Duties & Responsibilities

Roles and Responsibilities

1. New Customer Onboarding:

• Guide customers through the onboarding process, ensuring smooth system setup and Solarman integration.
• Perform checks on hybrid inverters, battery settings, and panel performance to
• address potential issues proactively.
• Train customers on the mobile app for managing their solar systems effectively.

2. Client Journey and Relationship Management:

• Serve as a dedicated account manager, providing regular system performance updates and scheduled check-ins at key intervals (e.g., 1-month, 3-month, and annually).
• Build strong, trust-based relationships by anticipating and addressing client needs throughout their solar journey.

3. Continuous Communication and Key Account Management:

• Manage client communications across multiple channels, including WhatsApp, email, and phone, ensuring timely and professional responses.
• Collaborate with internal teams to address customer feedback and improve
• service delivery.

4. Technical Problem-Solving and Support:

• Troubleshoot and resolve first-line technical issues with solar systems, ensuring minimal downtime for clients.
• Escalate complex cases to Level 2 support or other departments while maintaining ownership until resolution.

5. Process Improvement:

• Share client feedback to help refine internal processes and service offerings.
• Participate in initiatives to enhance the overall customer experience and retention rates.

Desired Experience & Qualification

Requirements

Essential:

• 3+ years’ experience in the solar industry.
• Expertise with hybrid inverters and Solarman software.

Preferred:

• 2+ years’ experience in customer service or account management.
• Familiarity with Zendesk, Microsoft Office, and CRM platforms.

Skills and Attributes:

• Strong technical troubleshooting and problem-solving abilities.
• Exceptional communication and interpersonal skills.
• Ability to build and maintain long-term client relationships.
• Organisational skills and attention to detail.
• Adaptability in a fast-paced, customer-focused environment.

Package & Remuneration

market-related

Interested?