Installation Support Specialist

Location:
Victoria, Australia

Employment Type: Permanent Full Time

Description:

When you choose AusNet, you'll join genuine people working together making Real. Progress

At AusNet, we play a key role in the clean energy transition and providing essential energy to every Victorian family.

Help us lead the way with customer renewable adoption, while furthering your career with real people who encourage you to bring your best and make real impact to industry.

Purposeful work with genuinely good people.

As the Installation Support Specialist (solar) you'll be a go-to expert for solar installers within AusNet's Renewables Integration team, providing real-time support, troubleshooting commissioning issues, and ensuring strong relationships with industry stakeholders.

This is a unique opportunity to combine your technical knowledge, customer service skills, and initiative to make a real impact in the renewable energy space.

With a Hybrid split (Office/WFH), this role is based in South Bank and is part of the Installer Support Desk team

This role will deliver real outcomes, including but not limited to:

• Act as a positive representative of the company by delivering high-quality, high-volume customer service to installers through inbound and outbound phone calls, emails, meetings, and events.
• Respond to support enquiries by identifying issues and providing clear, helpful information to customers and installers. Aim to resolve problems quickly and efficiently, ideally at the first point of contact.
• Keep installation how-tos, manufacturer-specific information and support materials up to date and accurate.
• Have a strong understanding of escalation procedures for handling customer and installer enquiries, and know when and how to escalate issues appropriately.
• Carry out analysis and administrative tasks such as notifying installers or customers about non-compliance, managing complex bulk communications or resolutions, and working with installers to diagnose and resolve faults.

You don't need to check every box; however, we are looking for a good combination of:

• Experience working with, for, or as a solar installer or retailer is highly desirable.
• Experience with a support function – especially in a leadership role – also favourable.
• Strong operational background in the new energy and renewables sector, with a good understanding of distribution networks.
• Excellent communication and customer service skills, with the ability to build rapport across a range of stakeholders.
• Proven ability to manage multiple tasks under pressure and respond effectively in a fast-paced, dynamic environment.
• Able to clearly explain complex internal processes and technical information in a way that's easy for external stakeholders to understand.
• Comfortable engaging with installers and industry, and equally confident working with unruly emails, data and spreadsheets.
• Collaborative team player with a proactive approach to supporting a helpdesk or customer support function.

A real place to belong.

We celebrate unique voices, refreshing perspectives and diversity in our team.

Here's what sets us apart:

• Competitive pay: We offer a salary package that reflects your experience and the value you bring, with regular reviews to ensure it stays aligned with industry standards.

• Flexibility: whether this is hybrid work, flexible hours, or part time arrangements, we'll work with you to help balance work and life.

• Leave: more than typical personal leave and a generous 14 weeks of paid parental leave, with no minimum service.

• Community giving: a paid day to volunteer with our social impact partner, Foodbank, or for a cause that matters to you.

• Perks: we offer all the other perks you've come to expect like purchased leave, income protection insurance, novated leasing, corporate discounts, private health cover discounts and more.

As an industry in transformation, we're excited by the possibilities ahead.

So, if you're passionate about our purpose and committed to making real progress, bring your energy and join AusNet. Together, we can shape a new way forward