MauroM Posted February 20 Share Posted February 20 Senior Technical support officer KZN: Sensible Solar Location: Ballito/KZN Salary: Negotiable based on qualification and experience Objective: Ensure effective resolution of customer issues related to solar products at a group level. The candidate will play a crucial role in providing assistance, troubleshooting technical problems, and offering guidance to users. By addressing customer concerns promptly and accurately, the candidate will contribute to customer satisfaction. The candidate will play a crucial role in improving product reliability, identifying common issues, and facilitating communication between customers and the internal development. The responsibilities typically include: Customer Assistance: Providing technical support and assistance to customers with solar product-related issues through various communication channels. Troubleshooting: Identifying and resolving technical problems by guiding customers through step-by-step troubleshooting processes. Documentation: Maintaining accurate and detailed records of customer interactions, technical issues, and solutions for future reference and improvement. Training: Offering training sessions to customers on the proper use, maintenance, and troubleshooting of solar equipment. Collaboration: Coordinating with internal teams or product development teams to escalate and resolve complex technical issues. Feedback Collection: Gathering feedback from customers to understand common issues, improve support processes, and contribute to product development. Quality Assurance: Ensuring that customer interactions align with company policies, procedures, and service quality standards. Communication: Effectively communicating technical information to customers with varying levels of expertise, ensuring clarity and understanding. Problem Resolution: Taking ownership of customer issues and working diligently to achieve satisfactory resolutions, ensuring a positive customer experience. This includes managing the RMA process with suppliers to ensure efficient feedback and resolution. Must have a strong knowledge of general solar installations and trouble shooting and ideally have Victron technical knowledge. A solid understanding of electrical wiring and troubleshooting is also needed. Office based in Ballito Email: [email protected] Quote Link to comment Share on other sites More sharing options...
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