L0 Call Centre Agent - Johannesburg, South Africa - Freedom Won (Pty) Ltd

Description

As a L0 Call Centre Agent specializing in Battery Energy Storage Systems (BESS), you will be a key member of our support team, playing a crucial role in ensuring the seamless operation of our BESS products. Your primary responsibility will be to provide technical assistance to our customers, troubleshoot issues, and collaborate with internal teams to deliver top-notch support. This position offers a unique opportunity to work at the forefront of renewable energy technologies, contributing to South Africa's clean energy transition.

Reporting to the Technical Support Lead

Key Responsibilities:

Systems:

• Respond to customer inquiries and technical issues related to our BESS products through various channels.
• Guide customers through troubleshooting steps, providing clear and effective solutions.
• Investigate and analyse reported technical issues, replicating problems and collaborating with the engineering team for resolution.
• Share technical knowledge with colleagues to enhance the overall capabilities of the support team.
• Collaborate with cross-functional teams, including engineering and field service, to address complex technical issues and improve product reliability.

Administration:

• Create and maintain comprehensive technical documentation, including FAQs and troubleshooting guides, tailored for BESS products.
• Contribute to the development of a robust knowledge base.
• Keep customers informed about the status of their technical inquiries, ensuring transparent and proactive communication.

Reporting:

• Gather customer feedback on product performance and features.
• Provide valuable insights to the engineering and product teams for continuous improvement.

Essential Requirements:

• NQF Level 4 - 5 Grade 12+ / Higher certificate.
• NQF Level 6 Diploma / Advance certificate
• Working knowledge of SAP; OHS Act; ISO Standards; Electrical Design; Servicing Environment.
• BESS Industry

All applications must reach our Human Resources Department by no later than 15 March 2024

Correspondence will be conducted with shortlisted candidates only.

Freedom WON is an employer of equal opportunity and supports the philosophy of regional demographic representation.

Freedom WON respects your privacy and will treat your personal information in compliance with applicable data privacy and protection laws. By applying to this job vacancy, you agree to Freedom WON using and sharing your personal information as described in the Privacy Notice.