Job Title: Technical Support Officer (Solar Installations)
Manager: Technical Operations Manager
Grade Level: Associate
Team: User Services
Sun Fi is leveraging its leadership experience as a Distributed Energy Provider (DEP) to build a Clean Energy Fin Tech platform that helps Distributed Solar Energy Providers scale their clean energy business to millions of consumers in Nigeria and eventually other parts of the world. Sun Fi provides Solar Energy installers and their consumers access to Solar payment plans, solution design & analysis tools, and supply chain partnerships that help catalyze the transition to clean energy.
About the Role
Technical Support Officer II works within the User Services unit of Sun Fi. The objective of the User Services team is to deliver quality services to our users via the Sun Fi platform as well as offline. User services achieve these objectives by continual engagement and feedback from our users.
The Technical Support Officer II is primarily responsible for the continual engagement and feedback from our DEPs and consumers to ensure continual improvement and satisfaction of our services and users respectively. The Technical Resolution Representative II manages our entire portfolio of DEPs, DTCs and consumers in order to maintain a stellar online and offline experience for these DEPs and consumers with the Sun Fi brand.
Responsibilities:

• Interact with DEPs and consumers cheerfully. Is a constant ambassador of the Sun Fi brand.
• Takes service & maintenance calls. Documents calls in Sun Fi’s data management platform.
• Provide a resolution in a timely fashion, leveraging appropriate technical and financial resources. More specifically, this requires: (a) Logging in and responding to all DEP and consumer calls/requests/emails. (b) Resolve complex DEP and consumer technical issues and needs.
• Responsible for monitoring online assets, identifying early warning signs for any issues based on live data, and identifying actions to take to extend asset life.
• Provide technical support to the Growth team and Customer Success team when engaging Clients and partners
• Provide Technical support to the Credit Team and Customer Success Team when a customer refuses to make payment due to Perceived Technical issues.
• Use data obtained and lessons learnt from DEPs and other users to improve future DEP interactions and user services operations.
• Train Internal stakeholders on issue resolutions (For example Growth Team, Customer Success Team)

Attributes & Skills

• Effective written and verbal communication skills (Ability to communicate clearly and attentive listening)
• Ability to resolve conflicts professionally, timely and effectively
• Understanding of inverter technologies
• Problem-solving skills and conflict-resolution abilities.
• Emotional Intelligence
• Technical knowledge of all of Sun Fi’s packages, products & services ● Good decision-making skills
• Open-mindedness and Attention to details
• Ability and willingness to learn and stay updated on industry trends and product knowledge.
• Positive attitude
• Assertive, confident and clear communicator – via e-mail, phone and face-to-face
• Good interpersonal skills developed by working in similar or relevant roles)
• Ability to multi-task and take on additional responsibilities in line with the vision of the team

Qualifications

• BSc/HND degree in Engineering or a related field
• Minimum of 3 years experience preferably as an engineer with a clear understanding of solar inverter systems.
• Highly proficient with desktop applications such as Adobe Acrobat Professional, MS Office, and Internet Explorer including an ability to learn new IT systems
• Good usage of Microsoft Office (emphasis on Word, Excel & Power Point)
• Experience in remote technical troubleshooting of solar inverter systems
• Extensive experience in the design, and installation of Solar inverter systems
• Ability to use tools like Zoho, Monday.com, Slack

Benefits

• Comprehensive Family/Personal Healthcare
• Flexible Access to Salary and Employee Support Facilities
• Employee Solar Power Program
• Life and Career Coaching Masterclass
• Flexible Access to over 11,000 learning resources and opportunities
• Amazing colleagues and a great work culture
• Team Bonding and a chance to build a world-class Clean Energy Fin Tech!

Job Type: Full-time
Pay: ₦200,000.00 - ₦250,000.00 per month
Experience:

• Customer support: 1 year (Required)

Application Deadline: 07/12/2024