Technical Support Coordinator

About the Role

We are looking for a highly organised and customer-focused
Technical Support Coordinator
to join a growing renewable energy business. This is a varied and fast-paced role that sits at the heart of the customer aftercare function, ensuring customers receive exceptional support following the installation of their renewable energy systems.

You will be responsible for managing technical support cases from initial enquiry through to resolution, acting as the key link between customers, electricians, manufacturers, and internal teams. This position is ideal for someone who enjoys problem-solving, thrives in a busy environment, and takes ownership of delivering excellent customer outcomes.

Whether you're troubleshooting technical issues, coordinating warranty claims, arranging return visits, or providing reassurance to customers, you will play a critical role in ensuring a seamless post-installation experience.

Key Responsibilities

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  Manage and track customer support tickets from initial enquiry through to resolution using a CRM system.
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  Act as the primary point of contact for customers requiring post-installation support.
• 
  Respond to technical enquiries relating to Solar PV systems, battery storage solutions, and inverters.
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  Gather information from customers, including screenshots, fault descriptions, and system data, to accurately identify issues.
• 
  Troubleshoot faults remotely and escalate technical matters where required.
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  Liaise with electricians, installation teams, and manufacturers to resolve issues efficiently.
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  Coordinate replacement parts, warranty claims, and return site visits when necessary.
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  Maintain accurate records and ensure all support activities are logged within the CRM system.
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  Proactively follow up on open cases and provide regular updates to customers and stakeholders.
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  Manage multiple support cases simultaneously while maintaining excellent attention to detail.
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  Handle challenging customer conversations professionally, empathetically, and with a solution-focused approach.
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  Ensure a high standard of customer service throughout the entire support process.

Requirements