Customer Support Specialist Join a growing organisation in the renewable energy sector, helping customers navigate their solar and battery journey from installation through ongoing support. This role combines customer service, technical troubleshooting, billing assistance and account management, offering the opportunity to make a meaningful impact while supporting sustainable energy solutions. We are seeking a customer-focused professional to support customers throughout their renewable energy journey. This role involves managing enquiries related to solar systems, home batteries, installations, subscriptions, billing and technical support while delivering exceptional service across multiple communication channels.
Key responsibilities:
Respond promptly to customer enquiries regarding solar systems, home batteries, installations, subscriptions and other consumer energy products.
Support customers through pre-installation and post-installation activities, including appointment scheduling, documentation and status updates.
Communicate with customers across telephone, email, SMS and chat channels and aim to resolve enquiries at first contact where possible.
Proactively follow up with customers when further action, information or escalation is required.
Monitor customer systems through the optimisation software platform, identify potential issues and provide timely troubleshooting and support.
Support customers with billing enquiries, payment plans, financial hardship, virtual power plant participation, software optimisation and ongoing subscriptions.
Create and maintain customer accounts on billing platforms and verify subscription terms, pricing and billing cycles.
Manage overdue accounts, issue reminders and support collections activity in accordance with approved policies.
Gather and document information relating to technical issues and warranty claims and create detailed support tickets.
Coordinate with engineering, technical, field service and external installation teams to progress issues through to resolution.
Maintain accurate customer interaction, installation, billing and payment records across all relevant systems.
Identify service and process improvement opportunities and assist with customer templates, scripts and standard responses.
Ensure customer interactions and processes comply with NETCC requirements and applicable internal policies, quality standards and safety procedures.
Other position-level duties as they arise.
