Solar Customer Support Officer (Senior / Junior) – Full Time WFH

WFH Solar Customer Support Officer (Junior / Senior | Mandarin Required | Full Time)

About the role

We are looking for both Senior and Junior Solar Customer Support Officers to join our growing team. This is a full-time work-from-home position supporting customers in the Australian solar industry.

Salary & Benefits

Junior: From AUD 10 per hour

Senior: From AUD 15 per hour

Final offer depends on experience and interview performance

Salary review and increment upon successful confirmation after probation

Requirements

Native/fluent level Mandarin proficiency is required

Native/fluent level English proficiency is required

Able to work independently in a remote working environment

Strong customer service attitude and problem-solving skills

Solar industry or technical support experience preferred (required for Senior role)

Technical support experience from any industry is acceptable for the Senior role

Working Arrangement

Full time, Work From Home

5 working days (Monday to Friday)

Working hours: 9:30am – 5:30pm (Victoria, Australia time) (30-minute break included)

Guaranteed 7.5 working hours per day

Overtime may be required subject to approval

Public holidays follow Victoria, Australia calendar

Entitled to annual leave and sick leave

Key Responsibilities

Customer Support – Solar System Technical

Handle customer enquiries and complaints relating to solar system hardware, software, and performance

Remotely check whether solar systems are operating correctly

Assist customers to set up Wi-Fi connection and basic system parameters

Guide customers on how to use their solar system and key operational notes

Diagnose systems with no or low power generation

Resolve simple technical issues remotely

Coordinate with manufacturers and installers for complex technical faults and arrange onsite rectification

Customer Support – Workmanship Issues

Handle customer complaints relating to installation workmanship

Collect evidence and information on issues such as roof damage, water leakage, tiles, etc.

Liaise with installers and arrange rectification within the promised timeline

Warranty & Coordination

Coordinate with installers, suppliers, and manufacturers for product warranty claims

Sales Support

Collect customer energy bills and details such as NMI, meter number, and retailer information

Collect council rates information where required

Gather meter and switchboard photos to confirm meter count and phase type

Assist in preparing panel layout design

Ensure installation completion and documentation readiness for meter application

Assist meter application team to follow up missing information

Other

Perform other ad-hoc duties assigned by supervisor