Technical Support Engineer, Customer Success - Australia

ABOUT THE ROLE

We are Tigo Energy’s in-house product experts. The Technical Support team enables Tigo’s worldwide growth by supporting partners and ensuring that existing customers are happy and successful.

Tigo’s Customer Success Team is looking for enthusiastic, thoughtful, and highly motivated problem solvers who are passionate about creating a white-glove customer experience while building lasting relationships with our customers. This position plays a crucial role in the overall online customer experience the company offers.

In this role, you will be the first point of contact for our customers and engage with them via email, chat, phone and online support systems. As part of the Technical Support Engineering team, you will work both as part of a larger support team and independently.

We foster a culture of:

• Collaboration
• Mentorship
• Growth & learning
• Technical expertise
• Continual Process Improvement
• Rigor for data

WHAT YOU WILL BE DOING

• Passionate, Customer-Centric individual who can find solutions to any problem with a mindful approach and patient persistence
• Develop a deep understanding of the Tigo Energy product line. This will set you up for success in supporting our customers and helping them navigate the conversation
• Respond to and resolve product or service problems that customers are experiencing
• Meet team metrics for support performance and customer satisfaction
• Work effectively across various communication channels: phone, email, live chat, online support systems
• Retain customers by answering questions, finding solutions and providing suggestions that lead to short and long-term success
• Collect and analyze feedback after completing customer inquiries.
• Work collaboratively with colleagues to solve customer issues as quickly and efficiently as possible
• Report customer complaints and escalate issues when necessary to prevent potential churn
• Relay product flaws and failures to engineering and product development teams

WHAT WE WOULD LIKE TO SEE

• A bachelor’s degree or an equivalent combination of education and experience
• 2-5 years of technical support experience, knowledge of PV solar is preferred
• Working in the solar industry is a plus
• Computer proficient, Microsoft office, Salesforce, and Zendesk or equal ticketing platform.
• Second language (Japanese) is a plus
• Strong communication with co-workers, managers, and customers
• Successful time management skills and prioritization skills
• Ability to work as part of a team within a highly collaborative environment

IT WOULD BE GREAT IF YOU HAD

• Previous experience with solar
• Experience in mechanical design and electro-mechanical manufacturing environment

WHO YOU ARE

• You are customer obsessed
• You believe in the power of a team, diversity of thought, and unity of action
• You always act with integrity, keep your commitments, and practice transparency You think boldly, lead with courage, and demand the highest standards
• You drive for results, and act like an owner

ABOUT TIGO ENERGY

Tigo is the worldwide leader in Flex MLPE (Module Level Power Electronics) with innovative solutions that significantly enhance safety, increase energy production, and decrease operating costs of photovoltaic (PV) systems. Tigo’s TS4 platform maximizes the benefit of PV systems and provides customers with the most scalable, versatile, and reliable MLPE solution available.

Tigo was founded in Silicon Valley in 2007 to accelerate the adoption of solar energy worldwide. Tigo systems operate on 7 continents and produce gigawatt hours of reliable, clean, affordable and safe solar energy daily.

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We need top-notch individuals with a passion for solving complex problems and bringing renewable energy to the masses. Members of the team enjoy rewarding salaries, excellent benefits, an uninhibited work culture, and the satisfaction of helping to reduce the world’s dependency on fossil fuels. We work hard knowing our results will impact the affordability, reliability, and safety of clean and renewable energy systems.