Maintenance Support Agent

6 days ago

Byron Bay, Australia Smart Energy Group Full time

We are Smart Energy. Starting with just two blokes in a warehouse in Byron Bay, we have grown to have 18 Global Sales offices, including America and the vibrant UK, all within just seven years. We take great pride in our range of products, from solar panels to batteries to carbon-neutral energy, EV Chargers and virtual power plants, which have put us at the forefront of the industry.

The Maintenance Support Agent interacts with multiple stakeholders including our in-house tech team, operations team, third-party installers, customers and finance companies on a daily basis to try and relieve bottlenecks and resolve issues encountered throughout the installation process. You will be investigating complaints, collecting payments, evaluating system performance, and solving customer queries.

**Responsibilities**:

- You will become the lead on most escalations, and familiarise yourself with every aspect of these cases like a detective.
- You will ‘own the outcome’ by working with the customer and stakeholders to deliver a win-win solution.
- You’ll be helping to lead and develop the junior members in our Customer Success team.

**To be successful in this role you will need**:

- The ability to manage multiple stakeholders
- To be task oriented, you are motivated by and driven towards a completion
- To be an excellent communicator
- To have strong interpersonal skills
- To have high level of attention to detail
- To be able to deal with high pressure situations in your stride and de-escalate
- To be a proficient multi tasker, adept at prioritising what matters most
- To have some Customer Service experience
- To have experience working within a call centre environment
- A background in Insurance Claims is preferable
- Experience using Google Sheets or Excel preferable

**Make the SMART Move and APPLY NOW**

SmartEnergyGroupOps

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