Company: Lennon Solar
About the Role:
We are looking for a customer-focused Solar Technical Support Advisor to join the Lennon Solar support team. The successful candidate will provide first-line technical assistance to customers who have solar energy systems installed in their homes. This role involves handling a high volume of inbound customer calls, troubleshooting system queries, guiding customers through solutions, and ensuring a positive customer experience.
Key Responsibilities
- Answer a high volume of inbound customer support calls from solar system customers.
- Provide technical support and guidance relating to installed solar PV systems.
- Assist customers with system monitoring apps, online portals, and connectivity issues
- Troubleshoot common system queries, including:
o Solar system performance questions.
o Monitoring system errors or connection issues.
o Inverter alerts and fault messages.
o Wi-Fi connectivity issues affecting system monitoring.
o Battery storage and energy usage queries.
- Guide customers through basic checks and troubleshooting steps.
- Review system information and identify potential issues requiring further investigation.
- Log all customer interactions, faults, and resolutions accurately.
- Escalate technical issues to engineers or field teams when required.
- Follow up on outstanding customer queries to ensure timely resolution.
- Maintain excellent customer service standards throughout every interaction.
Essential Skills & Experience
- Previous experience in a customer service, technical support, or contact centre environment.
- Comfortable handling a high volume of customer calls.
- Strong communication skills with the ability to explain technical information clearly.
- Good problem-solving skills and attention to detail.
- Ability to remain calm and professional when dealing with frustrated customers.
- Confident using computer systems, customer databases, and support platforms.
- Ability to learn solar technology, monitoring systems, and company processes quickly.
Desirable Experience
- Experience in solar PV, renewable energy, electrical, or technical support environments.
- Knowledge of solar inverters, batteries, and monitoring platforms.
- Experience using CRM or ticket management systems.
Personal Attributes
- Customer-focused with a helpful and positive attitude.
- Patient and approachable.
- Organised and able to manage multiple customer queries.
- Reliable and proactive.
- Comfortable working in a fast-paced support environment.
Performance Measures
- Customer satisfaction scores.
- First-contact resolution rates.
- Call handling quality.
- Accurate logging and follow-up of customer issues.
Job Types: Full-time, Permanent
Pay: €32,000.00 per year
Benefits:
- Company events
- Employee assistance program
- On-site parking
Experience:
- Customer service: 2 years (preferred)
Work authorisation:
Location:
- Louth, County Louth (preferred)
Work Location: In person
