Technical Support Officer (Solar Installations) at SunFi Technology
Limited
SunFi is an energy financial technology platform that connects people who want
solar energy access to payment plans that match their needs. We work with
qualified third-party installers to access easier and faster.
We are recruiting to fill the position below:
Job Title: Technical Support Officer (Solar Installations)
Location: Lagos, Nigeria
Job type: Full-time
About the Role
o Technical Support Officer II works within the User Services unit of SunFi.
The objective of the User Services team is to deliver quality services to our
users via the SunFi platform as well as offline. User services achieve these
objectives by continual engagement and feedback from our users.
o 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.
o 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 SunFi brand.
Responsibilities
o Interact with DEPs and consumers cheerfully. Is a constant ambassador of
the SunFi brand.
o Takes service & maintenance calls. Documents calls in SunFi’s data
management platform.
o 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.
o 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.
o Provide technical support to the Growth team and Customer Success team
when engaging Clients and partners
o Provide Technical support to the Credit Team and Customer Success Team
when a customer refuses to make payment due to Perceived Technical
issues.
o Use data obtained and lessons learnt from DEPs and other users to improve
future DEP interactions and user services operations.
o Train Internal stakeholders on issue resolutions (For example Growth Team,
Customer Success Team)
Qualifications
o Candidates should possess a [Link] / HND in Engineering or a related field
o Minimum of 3 years experience preferably as an engineer with a clear
understanding of solar inverter systems.
o Highly proficient with desktop applications such as Adobe Acrobat
Professional, MS Office, and Internet Explorer including an ability to learn
new IT systems
o Good usage of Microsoft Office (emphasis on Word, Excel & PowerPoint)
o Experience in remote technical troubleshooting of solar inverter systems
o Extensive experience in the design, and installation of Solar inverter systems
o Ability to use tools like Zoho, [Link], Slack.
Attributes & Skills:
o Effective written and verbal communication skills (Ability to communicate
clearly and attentive listening)
o Ability to resolve conflicts professionally, timely and effectively
o Understanding of inverter technologies
o Problem-solving skills and conflict-resolution abilities.
o Emotional Intelligence
o Technical knowledge of all of SunFi’s packages, products & services ●
Good decision-making skills
o Open-mindedness and Attention to details
o Ability and willingness to learn and stay updated on industry trends and
product knowledge.
o Positive attitude
o Assertive, confident and clear communicator – via e-mail, phone and face-
to-face
o Good interpersonal skills developed by working in similar or relevant roles)
o Ability to multi-task and take on additional responsibilities in line with the
vision of the team.
Benefits
o Comprehensive Family/Personal Healthcare
o Flexible Access to Salary and Employee Support Facilities
o Employee Solar Power Program
o Life and Career Coaching Masterclass
o Flexible Access to over 11,000 learning resources and opportunities
o Amazing colleagues and a great work culture
o Team Bonding and a chance to build a world-class Clean Energy FinTech!
