Technical Support Officer

2 weeks ago

Brisbane, Australia Freshwater Group Full time

**Position category**:Trade & Technician**Role type**:Permanent full time**Location**:Brisbane West**Position code**:FWG01068A Technical Support Officer opportunity exists for a leading, smart solar and storage solution technology business that drives sales and utilization of its products through service and trust.

The Technical Support Officer will provide first & second level customer support for their smart hybrid inverter system and will collaborate with Marketing and Sales, Operations, and Technology employees to proactively improve the owner experience for a rapidly growing customer base.

**Responsibilities**:

- Support the certified installer network to ensure they have optimal confidence and experience when commissioning products.
- Perform diagnostic tests and troubleshooting to proactively identify customer issues.
- Educate customers on procedures for resolving or preventing recurrence of technical problems.
- Evaluate the needs of customers and work in a methodical and pro-active manner to resolve technical issues.
- Accurately document all customer interactions in the CRM system, including description and categorization of issues reported and follow up on open cases.

**Requirements**:

- Some customer service experience in a technical environment (background in solar / renewable energy, electronics (white goods / appliances) industry highly desirable).
- Highly proficient in both spoken and written English.
- Experience with Microsoft CRM and Office Suite.
- Excellent customer service skills including issue resolution.
- Well organised with strong attention to detail, high level of initiative and ability to prioritize effectively.
- Ability to communicate and collaborate with a diverse range of people and job functions.
- Resistant to stress and able to cope with the fast-paced, fast-changing environment of a technology start-up.
- Willingness to learn about new and innovative technologies.
- Australian citizenship or permanent residency.

**Freshwater Group**

Freshwater Group is a best practice renewable energy recruitment business that focuses on all renewable and low carbon emission, energy efficiency and disruptive clean technology businesses as well as energy infrastructure, storage, and management.

Freshwater Group: Great People Better Outcomes

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