[Hiring] Customer Support Specialist @Twoconnect

Role Description

Join a growing organisation in the renewable energy sector, helping customers navigate their solar and battery journey from installation through ongoing support. This role combines customer service, technical troubleshooting, billing assistance and account management, offering the opportunity to make a meaningful impact while supporting sustainable energy solutions.

We are seeking a customer-focused professional to support customers throughout their renewable energy journey. This role involves managing enquiries related to solar systems, home batteries, installations, subscriptions, billing and technical support while delivering exceptional service across multiple communication channels.

• Respond promptly to customer enquiries regarding solar systems, home batteries, installations, subscriptions and other consumer energy products.
• Support customers through pre-installation and post-installation activities, including appointment scheduling, documentation and status updates.
• Communicate with customers across telephone, email, SMS and chat channels and aim to resolve enquiries at first contact where possible.
• Proactively follow up with customers when further action, information or escalation is required.
• Monitor customer systems through the optimisation software platform, identify potential issues and provide timely troubleshooting and support.
• Support customers with billing enquiries, payment plans, financial hardship, virtual power plant participation, software optimisation and ongoing subscriptions.
• Create and maintain customer accounts on billing platforms and verify subscription terms, pricing and billing cycles.
• Manage overdue accounts, issue reminders and support collections activity in accordance with approved policies.
• Gather and document information relating to technical issues and warranty claims and create detailed support tickets.
• Coordinate with engineering, technical, field service and external installation teams to progress issues through to resolution.
• Maintain accurate customer interaction, installation, billing and payment records across all relevant systems.
• Identify service and process improvement opportunities and assist with customer templates, scripts and standard responses.
• Ensure customer interactions and processes comply with NETCC requirements and applicable internal policies, quality standards and safety procedures.
• Other position-level duties as they arise.

Qualifications

• A bachelor's degree in Business, Communications, Psychology or a related field is essential.
• Relevant experience in customer service, customer care, technical support or a similar customer-facing role is essential.
• Experience working in a fast-paced sales, service or contact-centre environment is essential.
• Exceptional written and verbal communication skills across telephone, email, SMS and chat channels are essential.
• Strong interpersonal and active listening skills, with the ability to build rapport and understand customer needs, are essential.
• Strong problem-solving skills and a practical approach to resolving customer enquiries and service issues are essential.
• Experience handling billing enquiries, subscriptions, payments, overdue accounts or financial hardship matters is highly regarded.
• Experience logging technical issues, warranty claims, complaints and escalations in a CRM or ticketing system is highly regarded.
• Basic technical knowledge of solar systems and home batteries is desirable, with the ability to learn technical information quickly essential.
• Strong organisational and time-management skills, with the ability to prioritise tasks and meet service deadlines, are essential.
• Proficiency in Microsoft Word, Excel and Outlook and confidence learning customer, billing and monitoring systems are essential.
• Knowledge of NETCC requirements or experience in a regulated energy or consumer services environment is highly regarded.
• A genuine interest in renewable energy and sustainability is highly regarded.

Benefits

• Permanent work from home; Day shift; Weekends off
• Monday–Friday: 7:00 AM – 4:00 PM PHT (adjustments will be made for daylight saving time)
• HMO with 2 free dependents and medical reimbursements
• Government-mandated benefits
• Opportunities to work with leading companies in Australia and beyond
• Training programmes for career development
• Engaging company outings, team activities and wellness sessions
• Supportive, inclusive culture
• Dedicated managers focused on your growth and success