Customer Support Specialist – Renewable Energy

• Respond to customer enquiries regarding solar systems, home batteries, installations, subscriptions and consumer energy products.
• Support customers through pre-installation and post-installation activities, including appointment scheduling, documentation and status updates.
• Communicate via telephone, email, SMS and chat, resolving enquiries at first contact where possible.
• Follow up with customers when further action, information or escalation is required.
• Monitor customer systems through optimisation software, identify potential issues and provide troubleshooting support.
• Assist with billing enquiries, payment plans, financial hardship, virtual power plant participation, software optimisation and 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 according to approved policies.
• Document technical issues and warranty claims and create detailed support tickets.
• Coordinate with engineering, technical, field service and external installation teams to resolve issues.
• Maintain accurate customer interaction, installation, billing and payment records.
• Identify service and process improvements and assist with customer templates, scripts and standard responses.
• Ensure compliance with NETCC requirements, internal policies, quality standards and safety procedures.
• Perform other position-level duties as required.

• 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.

• 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
• Competitive pay and benefits
• Additional entitlements
• Structured career development programs
• Equal opportunity and inclusive workplace
• Stability, growth and people-first culture