Customer Support Officer

2 weeks ago

Sydney, New South Wales, Australia Insight Resourcing Full time $70,000 - $90,000 per year

1KOMMA5° is a global EnergyTech powerhouse revolutionising the way homes produce, store, and consume energy. With a bold mission to enable carbon-neutral living, we integrate cutting-edge solar, battery storage, EV charging and intelligent energy software into one seamless solution.

Backed by top-tier global investment and now operating in over 10 countries, 1KOMMA5° is one of the fastest-scaling clean energy companies in the world.

With the Australian operation now entering a period of rapid growth, the business requires a technically minded Support Officer to play a key role in supporting our customers throughout their solar journey—before, during, and after installation.

About the Role:

As a Technical Customer Support Officer, you will primarily work from our centralised CRM system to manage customer communications and service requests. The core focus of this role is resolving support tickets efficiently, providing accurate information, and maintaining a high standard of customer service. 

Key Responsibilities:

  • Responding to customer enquiries pre and post installation via phone, email, and the CRM platform.
  • Managing, updating and closing service tickets within the CRM platform.
  • Verifying and reviewing customer, site, and service information for accuracy.
  • Preparing and issuing service documentation including reports, lists and updates.
  • Providing timely updates to customers regarding their ticket progress.
  • Coordinating directly with field personnel, including providing support to on-site team members where required.
  • Liaising with accounts for invoicing and payment follow-ups.
  • Re-engaging with customers and installers to organise follow-up work.
  • Updating internal CRM and relevant manufacturer portals with case notes and outcomes.
  • Assisting in generating reports for service issues, warranty claims or installation disputes.
  • Performing post-installation checks to confirm system functionality and ensure key components (e.g. inverter, monitoring, grid connection) are operational and recorded correctly.

Skills and experience:

  • Ability to handle high volume phone calls and emails.
  • Technically minded with a love for resolving issues for customers
  • Excellent written and verbal communication skills – particularly verbal communication skills that will allow quick troubleshooting over the phone by getting to the root of the issue quickly and providing a solution.
  • Good organisational skills.
  • The ability to prioritise and problem solve.
  • Eagerness to support all team members as required.
  • Proactive attitude and strong work ethic.

We're keen to hear from candidates who have worked in customer service, help desk, client support type of roles who are experienced communicating with customers to resolve technical issues. Also key here is an ability to research and problem solve for solutions. 

With offices based in North Sydney and super close to public transport, on offer here is a base salary of $70k + super, plus entry into an exciting modern business experiencing rapid growth.

If this sounds like you, please apply with a copy of an up to date resume today as this position will surely be filled quickly.

Insight Resourcing

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