Offshore Customer Service Representative – Level 2 Tech Support

About the role

We are looking for Offshore Customer Service Representatives – Level 2 Technical Support who will serve as the first point of contact for customers requiring assistance with solar inverters, battery storage systems, and related products. This role suits someone who is customer-focused, fast-learning, proactive, and able to understand, diagnose and troubleshoot technical issues. You will work closely with Australian Customer Service team to deliver a smooth and positive experience for our customers.

Key responsibilities

• Respond promptly and professionally to customer inquiries via phone, email, and chat
• Identify customer needs, guide them through product features, and recommend suitable solutions
• Provide high level technical support to homeowners, installers, and partners
• Follow up on open cases to ensure timely resolution and customer satisfaction
• Troubleshoot issues involving inverters, battery systems, system monitoring, and electrical/IT faults
• Walk customers through problem-solving steps using established protocols
• Conduct diagnosis, provide solutions, and escalate complex issues to R&D team when needed
• Educate customers on preventive measures, system maintenance, and best practices
• Log all customer interactions, diagnostics, and resolutions accurately in the CRM/ticketing system
• Maintain up-to-date knowledge of product features, updates, and enhancements

About you

• Bachelor's degree in Electrical Engineering, Renewable Energy, or related field
• Understanding of electrical systems, inverters, and battery storage
• Experience with CRM or ticketing systems
• Excellent verbal and written English
• Strong problem-solving mindset with attention to detail
• Organised, proactive, and able to manage multiple tasks
• Strong teamwork and communication skills
• 2+ years of experience in technical customer service support in renewable energy industry
• Experience in solar, renewable energy, electrical, or inverter/battery systems

About us

Redback Technologies, founded in 2015 and based in Brisbane Australia, delivers advanced solar solutions for residential users. We are a dynamic and fast-growing solar and battery company on a mission to empower Australian households to reduce energy costs and embrace clean, sustainable power. With premium products, expert support, and a streamlined sales process, we make the switch to solar simple, affordable and rewarding, and support Australia's renewable energy goals.