Sr. Customer Support Executive

Job Title: Senior Customer Support Executive – Solar Industry

Department: Customer Support / Operations
Location: Pune
Experience Required: 3–7 years (Solar / Renewable Energy preferred)

Job Summary

The Senior Customer Support Executive is responsible for delivering exceptional customer service to residential, commercial, and industrial solar clients. This role ensures timely resolution of customer queries, coordinates with technical and operations teams, manages after-sales service, and supports overall client satisfaction and retention.

Key Responsibilities1. Customer Interaction & Issue Resolution

• Handle inbound and outbound customer queries related to solar products, installations, warranties, and maintenance.
• Provide accurate information on system performance, troubleshooting steps, and service procedures.
• Resolve customer complaints professionally and escalate complex issues to technical teams when needed.
• Maintain high service standards and response time SLAs.

2. Service Coordination

• Coordinate with field technicians, installation teams, and vendors to schedule site visits and service activities.
• Track service requests, follow up on pending tickets, and ensure timely closure.
• Support commissioning and post-installation customer onboarding.

3. Technical Support (Basic Level)

• Guide customers on monitoring apps/portals for solar system performance.
• Provide initial troubleshooting for inverter issues, connectivity problems, or low-generation concerns.
• Document technical issues and share insights with engineering teams.

4. Customer Relationship Management

• Build long-term relationships and ensure high customer satisfaction.
• Gather customer feedback and contribute to improving service processes and product offerings.
• Support AMC (Annual Maintenance Contract) renewals and upselling of service packages.

5. Documentation & Reporting

• Maintain accurate customer records and service logs in CRM software.
• Prepare periodic reports on customer issues, service performance, and resolution metrics.
• Track warranty claims, service inventory, and follow up with manufacturers.

Required Skills & Qualifications

• Bachelor’s degree in Engineering(Diploma Electrical/Electronics), Business, or related field (preferred).
• 3+ years of customer support experience, ideally in solar/renewable energy or technical support roles.
• Strong communication and interpersonal skills.
• Good understanding of solar systems (PV modules, inverters, batteries, net-metering, monitoring software).
• Ability to handle customer escalations and work under minimal supervision.
• Proficiency in CRM tools, MS Office, and ticketing systems.

Key Competencies

• Customer-centric mindset
• Problem-solving and analytical skills
• Time management and multitasking
• Team coordination and collaboration

Salary Budget - 25000-35000K(Per Month )

Job Type: Full-time

Pay: ₹25,000.00 - ₹350,000.00 per month

Benefits:

• Provident Fund

Work Location: In person