Junior Technical Support Engineer

Department: Customer Service

Report to: Technical Customer Service Manager

Location: Sydney

Overview:

This role is ideal for a client-focused individual with a technical mindset and a passion for customer service. The position involves fast-paced, ongoing interactions with both customers and internal teams, requiring excellent communication skills and the ability to develop tailored solutions to meet customer needs.

The successful candidate will play a key role in troubleshooting technical issues, guiding users through product features and functionalities, and ensuring a seamless customer experience. This role requires someone who thrives in both independent and collaborative work environments, with a strong desire to exceed customer expectations and proactively address potential issues.

You will work closely with Customer Service and Technology Team Leaders, assisting with assigned tasks and escalating complex issues when necessary.

Responsibilities:

• Provide timely and accurate responses to customer queries via phone, email, and other communication channels.
• Identify customer needs, guide them through product features, and recommend tailored solutions.
• Diagnose and troubleshoot product malfunctions, ensuring effective issue resolution.
• Maintain and update internal databases with details of technical issues, troubleshooting steps, and customer interactions.
• Gather and share feature requests and effective workarounds with team members.
• Keep customers informed about new product features, updates, and enhancements.
• Follow up with customers to ensure technical issues are fully resolved and customer satisfaction is maintained.
• Offer first-level support to electrical installers via phone and email, assisting with setup, troubleshooting, and best practices.
• Conduct diagnostic tests and proactively identify potential customer issues.
• Educate customers on preventive measures and best practices for resolving technical issues.
• Evaluate customer needs and adopt a structured, methodical approach to issue resolution.
• Accurately document all customer interactions in the CRM system, ensuring proper categorisation and tracking of issues.
• Manage call, case, and email queues effectively, ensuring timely follow-ups and proactive customer communication.

Requirements:

• Bachelor’s degree in engineering, Electrical or Electronic Engineer, or a related technical field
• Minimum 1 year of customer service experience, preferably in a technical support environment regarding inverter and battery systems in renewable energy industry.
• Strong customer service skills, including the ability to resolve technical issues effectively and professionally.
• A proactive approach to problem-solving, with a strong desire to improve the customer experience.
• Strong communication skills with the ability to communicate and collaborate effectively with a diverse range of people and job functions.
• Familiarity with Microsoft CRM, Office Suite, and other relevant software.
• Excellent organisational skills, with strong attention to detail and the ability to prioritise tasks.
• Comfortable working in a fast-paced, high-pressure environment, particularly within a technology-driven or start-up setting.
• A keen interest in learning about new and innovative technologies.
• Ability to multi-task, work efficiently under pressure, and adapt to changing priorities.

Not right for you?
In the meantime, feel free to learn more about Redback’s mission on our About page.

Please send your Resume and Cover Letter (in .doc or .pdf format) to hr@redbacktech.com and feature the position title in the subject line.

Please note we may not be able to individually respond to every application due to the number of applications received. If you are successful in making the short list, will be in touch via email or phone to arrange an interview.

Don’t see your dream role advertised?

We’re always on the lookout for new talent, so please send through your resume to our HR department and we will be in touch if something suitable becomes available.

Thank you for your interest in Redback Technologies!