Customer Success & Technical Support Officer

Roles and Responsibilities

Technical Support & Troubleshooting

• Respond to customer inquiries via phone, email, and ticketing systems.
• Diagnose and resolve issues related to hardware faults, firmware updates, platform access, and general system performance.
• Escalate complex issues to electricians and the engineering team.
• Maintain detailed logs and documentation of support cases.

Customer Enablement & Documentation

• Contribute to the development of guides, FAQs, and knowledge base articles.
• Support customer success initiatives and campaigns.

Collaboration & Continuous Improvement

• Work closely with field engineers, product teams, and Quality Assurance to resolve recurring issues.
• Provide feedback to improve product features and support processes.
• Participate in team meetings and contribute to customer success metrics and reporting.

Required Experience

• 3-5 years of experience in technical support or field service roles within solar PV, energy storage, electrical systems, or IT/Communication.
• Experience using CRM and ticketing platforms (e.g., Microsoft Dynamics 365).

Minimum Qualifications

• Diploma or Bachelors degree in Electrical Engineering, Energy Systems, IT, or a related technical field.

A Successful Candidate Must Have

• Strong problem-solving and communication skills.
• Ability to clearly explain technical concepts to non-technical users.
• Customer-focused mindset with a proactive approach to issue resolution.

Proficient With

• CRM and ticketing systems.
• BESS systems and inverter protocols (advantage).

Experience Advantage

• Previous experience developing documentation such as guides and knowledge base articles.

• Familiarity with solar/renewable energy technologies.

ShoreXtra Perks

• Day 1 HMO Coverage
• Dayshift schedule
• Fixed Weekends off
• Game lounge
• Engaging monthly activities
• Free and unlimited barista-style coffee
• Free parking and shuttle services
• Employee referral incentives (Bronze)