Technical Support Specialist

Summary about this job

Detail information about job Technical Support Specialist. Terms and conditions vacancy

• Dynamic team environment with a positive, collaborative and supportive culture
• Join in the early stages and make a huge impact on the renewable energy market
• Free on-site parking, table tennis tournaments, no dress code!

The role:

The Redback Technical Support team is looking for a Technical Support Specialist to provide first level customer support for Redback’s Smart Hybrid Inverter. This position will ideally suit someone who is client facing with electrical or otherwise technical skills and mind set.

The position requires a constant, intensive and high level of customer and employee interaction. The ideal candidate will not only possess a good technical interest and understanding, but also the ability to develop good rapport with customers by developing tailored solutions and strategies while providing a strong level of customer service. This position requires collaboration with Marketing and Sales, Operations, and Technology employees to proactively improve the owner experience for a rapidly growing customer base.

Candidates will thrive in both an independent and team environment. Your core values and passion include a desire to exceed customer expectations, answer questions before they are asked, and a positive attitude coupled with great enthusiasm.

Responsibilities:

• Support our certified installer network to ensure they have optimal confidence and experience when commissioning products
• Provide the highest level of electrical installer support by telephone and e-mail to resolve customer issues by providing solutions to technical problems
• Perform diagnostic tests and troubleshooting to proactively identify customer issues
• Determine if technical solution can be resolved by telephone or if service or further diagnostics is required
• Educate customers on procedures for resolving or preventing recurrence of technical problems
• Evaluate the needs of customers and work in a methodical and, pro-active manner to resolve technical issues
• Accurately document all customer interactions in the CRM system, including description and categorization of issues reported and follow up on open cases
• Outbound communications to customers providing proactive support
• Develop and maintain an appropriate level of knowledge in Redback Inverters and system configurations to enable progressively more first-time call resolution

Requirements:

• Minimum 2 years customers service experience in a technical environment (background in the renewable energy, electronics (white goods / appliances) industry highly desirable)
• Highly proficient in both spoken and written English
• Experience with Microsoft CRM and Office Suite
• Excellent customer service skills including issue resolution
• Well organised with strong attention to detail, high level of initiative and ability to prioritise effectively
• Ability to communicate and collaborate with a diverse range of people and job functions
• Resistant to stress and able to cope with the fast-paced, fast-changing environment of a technology start-up
• Willingness to learn about new and innovative technologies

About Redback:

Redback is a technology company focused on the development of advanced, low cost solar solutions for residential and commercial users. Redback's market leading integrated hardware and software technologies capture, store and manage solar energy, providing accelerated return on investment.

With a focus on quality and efficiency, Redback's streamlined inverter hardware incorporates power electronics, cloud system control and related switchgear into an aesthetically pleasing design, allowing for rapid integration, and thus low installed costs.

Redback's proprietary cloud based system puts power back in the hands of consumers. With the ability to analyse and control energy generation and consumption in real time, Redback affords consumers the ability to reduce energy costs, without sacrificing comfort. Best of all, Redback inverters are upgradable as new features become available, providing consumers with peace of mind.

Redback's management has over a century of experience in renewable energy generation, engineering, manufacturing, software development and energy market regulation.

Founded in April 2015 and based in Brisbane, Redback Technologies is supported by the Microsoft Innovation Centre and has established alliances with leading edge partners including Sonepar and The University of Queensland to ensure high quality, innovative and feature rich products that are delivered to our customers at disruptive prices.

*Due to large number of applicants, only successful applicants will be contacted*