Please find below the job description for the Technical Support position –
Location:
Vadodara, Gujarat | On-site Role
Shift Timing:
4:30 AM – 1:30 PM IST (Early Morning Shift)
Employment Type:
Full-time | 6 Days a Week
Salary:
Competitive + Incentives + Growth Opportunities
About Us
H&M Virtual Services Pvt. Ltd. is a premier offshore service provider supporting Australia’s dynamic solar industry. Based in Vadodara, Gujarat, we specialize in delivering expert-backed telesales and backend services to Australian solar retailers. Our passionate team and performance-driven culture have positioned us as a trusted partner in the renewable energy sector.
Role Overview
We are seeking a dedicated Technical Support Specialist to join our team. This role is pivotal in providing remote technical assistance to Australian customers and field technicians, ensuring the optimal performance and reliability of solar energy systems. The ideal candidate will possess strong troubleshooting skills, excellent communication abilities, and a customer-centric approach.
Key Responsibilities
- 1) Remote Technical Assistance: Provide real-time technical support via phone to customers and field technicians, addressing issues related to solar inverters, battery storage systems, and monitoring platforms.
- 2) Diagnostics & Troubleshooting: Utilize remote diagnostic tools to identify, analyze, and resolve technical problems, ensuring minimal downtime and optimal system performance.
- 3) Issue Escalation: Collaborate with engineering and product teams to escalate complex issues, ensuring timely and effective resolutions.
- 4) Documentation: Maintain detailed records of customer interactions, technical issues, and resolutions in the CRM system, contributing to a comprehensive knowledge base.
- 5) Customer Education: Guide customers through system operations, maintenance procedures, and best practices to enhance user experience and system longevity.
- 6) Feedback Loop: Collect and relay customer feedback to relevant departments to inform product improvements and service enhancements.
Qualifications & Skills
- 1) Educational Background: Diploma or Bachelor’s degree in Electrical Engineering, Electronics, Renewable Energy, or a related field.
- 2) Experience: Minimum of 1 year in a technical support role, preferably within the solar or renewable energy sector.
- 3) Technical Proficiency: Strong understanding of solar PV systems, inverters, battery storage solutions, and remote monitoring tools.
- 4) Communication Skills: Excellent verbal and written communication skills in English, with the ability to convey technical information clearly to non-technical audiences.
- 5) Problem-Solving: Demonstrated ability to diagnose and resolve technical issues efficiently and effectively.
- 6) Customer Focus: A proactive and empathetic approach to customer service, ensuring high levels of customer satisfaction
Preferred Qualifications
- 1) Certifications: Relevant certifications in solar energy systems or technical support are advantageous.
- 2) Industry Knowledge: Familiarity with Australian solar industry standards, regulations, and customer expectations.
- 3) Tools & Software: Experience with CRM systems, remote diagnostic tools, and technical documentation platforms.
What We Offer
- 1) Professional Growth: Opportunities for career advancement within a rapidly growing company in the renewable energy sector.
- 2) Training & Development: Access to ongoing training programs to enhance technical skills and industry knowledge.
- 3) Collaborative Environment: A supportive team culture that values innovation, collaboration, and continuous improvement.
- 4) Global Exposure: Experience working with international clients and exposure to the Australian solar market.