Job Description

You don't need to know solar. You need to be brilliant with people. We're looking for a Customer Support Specialist to join our In Life team — the first voice customers hear when they call GEM Energy / RACQ Solar. You'll handle inbound calls, emails and chats from across our residential and commercial base: new enquiries, customers wanting an update on where their installation is up to, and existing customers with a post-installation question.

What you'll do

• Answer inbound phone, email and chat contacts promptly, warmly and professionally
• Use our job management and CRM systems to give customers clear, plain-language updates on their job
• Walk customers through simple troubleshooting — inverter lights, isolators, monitoring app logins
• Triage accurately, escalating technical faults to Technical Support and complaints to your Team Leader with a clean handover
• Build your product knowledge deliberately, so more contacts get resolved on the first call

What you'll bring

• Experience in a customer-facing service role — phone and/or email. Industry matters far less than dedication to service excellence
• Warm, clear, confident communication, written and verbal
• Composure when you don't yet have the answer, and the follow-through to close the loop
• Genuine curiosity and a willingness to learn
• Resilience — a difficult call doesn't change the energy you bring to the next one

Desirable experience/skills: utilities, energy, telco, financial services or technical support background; experience with job management or ticketing software; any exposure to solar or home energy.

Why this role

This is the entry point into our In Life team and a deliberate step on a supported pathway into Technical Support. We hire for service capability and build the product knowledge with you. Apply now, or reach out for a confidential conversation.