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Technical Support Team Lead( Solar Energy)

Our client is a solar energy company that provides solar solutions to their client needs.  This role is to primarily responsible for monitoring and maintaining the organisation's installed equipment with customers while providing after sales support via phone or in person. This individual would be responsible for diagnosing any hardware or software faults with installed systems and will ensure resolutions are provided in a timely fashion that leaves customers satisfied. The role will also involve liaising with new potential customers originated via the phone or through the company website and guiding them through the customer journey answering any questions they may have along the way. This is a front-office role that directly impacts the image of the company both witih its customers and with future prospective customers

Responsibilities

 

  • Ability to maintain a high-level customer service culture reinforced by effective customer interaction and follow-ups.
  • Ability to engage in the day-to-day activities relating to customer complaints
  • Provide accurate information on how to get the best out of their equipment
    while providng needed training on proper use.
  • Provide effective customer service to both current and potential customers by following established processes.
  • Ability to handle multiple tasks like customer complaints while documenting any issues raised by customers.
  • Acts as a source of information to customers by answering questions, escalating issues, follow-ups and provide instructions to customers as needed.
  • Identify and escalate priority issues, complete call logs, maintain and update customer data in CRM.
  • Apply all necessary knowledge and skills on the job regarding phone interactions with our customers and internal partners.
  • Effectively executing customer follow-up to encourage adherence to payment plans.
  • Exceptional knowledge of and adherence to all company policies and procedures.
  • Provide adequate customer education during each interaction with clients on products based on clients’ needs.
  • Demonstrate strong understanding of company products and services, guidelines, usage, and product performance.
  • Create Customer Service processes that can be replicated by new, junior technical support personnel.
  • Manage and train new junior technical support personnel.

Operations Management

  • Provide technical support to customers by tracking and following up on new installations as well as follow up calls.
  • Coordinate with Technicians and managers to compile and update installation information in the database.
  • Create Operations processes in conjunction with the Engineering team for troubleshooting that can be replicated by new, junior technical support personnel.

 

Competency/Skill/Requirements

  • B. Eng, in an Engineering degree ideal.
  • Minimum of 3 years working experience as a customer service team lead in a technical company (preferably a solar company or engineering company)
  • Proficiency in Microsoft Office suite (Word, Excel, Powerpoint)
  • Experience with a prior CRM function an added advantage
  • Excellent verbal communication, listening and phone skills.
  • Strong problem solver and able to understand and adapt to customers’ needs.
  • Strong communicator with great customer service orientation.
  • Excellent data entry skills and attention to details.
  • Strong persuasive and resilience skills (ability to work well under pressure and high stress).
  • Strong positive attitude.
  • Strong organization and time management skills.