Customer Service/Technical Support Representative

About Sunterra

We are South Australia’s No.1 solar and battery company providing green and affordable solar energy solutions to homes and businesses across Australia. We are proud to be an Approved Solar Retailer with the Clean Energy Council.

We are seeking a highly motivated Customer Service/Technical Support Representative to join our team in Canning Vale, WA. Our company culture is built on team work, collaboration, and a passion for delivering long-term product/services to our customers.

Your Role

You will be providing technical assistance and support to customers who are experiencing issues with our product or service. You are responsible for resolving customer issues in a prompt and professional manner, sometimes utilising support from other team members, and for ensuring customer satisfaction by providing timely and effective solutions.

Job Responsibilities

1. Provide technical support and assistance to customers via phone, email, or live chat.
2. Diagnose and troubleshoot technical issues, and provide solutions or escalate to higher-level support teams as necessary.
3. Respond to customer inquiries in a timely and professional manner, and provide clear and concise explanations of technical issues.
4. Document customer interactions in our database, including details of technical issues, solutions provided, and customer information.
5. Keep up-to-date with new products, services, and technologies, and attend training sessions as needed.
6. Maintain a positive and professional demeanor at all times, and provide excellent customer service to all customers.
7. Follow established policies and procedures, and comply with all regulations and standards.

Skills and Experience

1. Bachelor’s degree/Master’s degree in Electrical Engineering field is preferred.
2. This is an Engineering role and candidates possessing experience and qualifications in Electrical Engineering & related field and working in the solar sector will be given preference.
3. 1-3 years of experience in a technical support or customer service role.
4. Strong technical knowledge and experience with a range of products, services, and technologies.
5. Excellent communication and interpersonal skills, with the ability to explain complex technical concepts to non-technical customers.
6. Ability to diagnose and troubleshoot technical issues, and to find creative solutions to complex problems.
7. Ability to work well under pressure, handle multiple tasks simultaneously, and prioritise the workload.
8. Proficiency in using computer systems and software, including customer relationship management systems and databases.

Job Benefits and Perks

1. Competitive salary package and annual bonus.
2. Training and development opportunities: we provide opportunities for employees to improve your skills and advance in your careers.
3. Employee discounts: we provide discounts to our products or services.
4. Employee recognition programs.
5. Positive and inclusive company culture.