Technical Support Technician (Solar / Renewable Energy)

SUMMARY:
Technical Support Technician – Rosebank, Johannesburg

Our client in the Solar / Renewable Energy Industry is seeking a skilled individual for a Technical Support Technician role.

As a Technical Support Technician, you will play a crucial role in providing technical assistance and support to customers. You will be responsible for troubleshooting and resolving technical issues related to solar energy solutions and inverter equipment. This dynamic and engaging role is perfect for someone committed to delivering exceptional customer service and thriving in a fast-paced, ever-changing industry.

POSITION INFO:
Requirements:

• Proven experience as a Technical Support Technician, or in a similar technical role.
• NQF Level 5 in IT/Engineering or equivalent.
• Proficient in troubleshooting techniques and diagnostic tools for identifying and resolving technical issues.
• Bilingual (English and Afrikaans).
• Customer-centric and dedicated to providing above and beyond customer service.
• Strong communication and interpersonal skills.
• Excellent organizational and time management skills.
• Ability to work independently and as part of a team.
• A strong knowledge or interest in solar energy systems and services.
• A valid driver's license and reliable transportation.
• Experience on Zoho CRM modules and knowledge of Sunsynk, Hubble, Huawei equipment will be advantageous.

• Provide prompt and effective technical support to customers and business partners of the company.
• Log tickets in a timeously manner and allocate and/or escalate internally as required.
• Document and record all customer interactions and technical issues in the required systems.
• Troubleshoot and resolve technical issues related to solar energy solutions, electrical equipment, and installations.
• Complete firmware updates for required systems when necessary.
• Verify solar plant operation: Renaming of plants, check system settings, and add system information to CRM.
• Ensure users and installers have access to the required standard operating procedures and update and maintain the SOP’s, if and when required.
• Follow RMA procedures with various suppliers of solar equipment.
• Ensure continuous communication with clients, provide updates regularly and arrange installation with installers and clients when required.
• Follow all required administrative steps for SSEG applications and liaise with third-party vendors relating to all SSEG applications.
• Ad-hoc reporting to Sales and Finance department.
• Assist operational department with ad-hoc support as required.