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Solar Customer Support Officer (Senior / Junior) – Full Time WFH
Aus Solar Energy Group
Overview
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.
Requirements
- Good Mandarin and English communication skills are essential
- 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)
Working Arrangement
- Full time, Work From Home
- 5 working days (Monday to Friday)
- 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
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
Benefits
Junior: From AUD 10 per hour
Senior: From AUD 15 per hour
Final offer depends on experience and interview performance