SunFi.co is leveraging its leadership experience as a Distributed Energy Provider (DEP) to build a Clean Energy FinTech platform that helps Distributed Solar Energy Providers scale their clean energy business to millions of consumers in Nigeria and eventually other parts of the world. SunFi provides Solar Energy installers and their consumers access to Solar payment plans, solution design & analysis tools, and supply chain partnerships that help catalyze the transition to clean energy.

About the Role

The Lead Technical Support Officer I 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.

The Lead Technical Support Officer I, 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. The Technical Support Officer 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:

Interact with DEPs and consumers cheerfully. Is a constant ambassador of the SunFi brand.
Conduct regular system performance analysis and share great ideas for improvement
Resolve customer energy expectation disputes by reviewing contracts and project charters to delight the customer quickly
Provide technical direction or support to installation teams during troubleshooting and repair tasks
Takes service & maintenance calls. Documents call in SunFi’s data management platform.
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.

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.
Provide technical support to the Growth team and Customer Success team when engaging Clients and partners
Provide Technical support to the Credit Team and Customer Success Team when a customer refuses to make payment due to Perceived Technical issues.
Use data obtained and lessons learnt from DEPs and other users to improve future DEP interactions and user services operations.
Train Internal stakeholders on issue resolutions (For example Growth Team, Customer Success Team)
Manage the User service Zoho escalation accountl and be the go-to person for the latest issues yet to be resolved.
Assist in cost-cutting process and effective use of resources like ASIs for resolving issues.
Ensure that all work is conducted in accordance with company policies, industry standards, and safety regulations.
Promptly attend to any solar system critical emergency which can include visiting the location
Follow the latest developments and technologies in the Solar PV and energy storage field and inform the company of changes in this environment

Attributes & Skills 🤹🏿

Effective written and verbal communication skills (Ability to communicate clearly and attentive listening)
Ability to resolve conflicts professionally, timely and effectively
Understanding of inverter technologies
Problem-solving skills and conflict-resolution abilities.
Emotional Intelligence
Technical knowledge of all of SunFi’s packages, products & services
Good decision-making skills
Open-mindedness and Attention to details
Ability and willingness to learn and stay updated on industry trends and product knowledge.
Positive attitude
Assertive, confident and clear communicator – via e-mail, phone and face-to-face
Good interpersonal skills developed by working in similar or relevant roles)
Ability to multi-task and take on additional responsibilities in line with the vision of the team

Qualifications 🎉

BSc/HND degree in Engineering or a related field
Minimum of 5 years experience, preferably as an engineer with a clear understanding of solar inverter systems.
Highly proficient with desktop applications such as Adobe Acrobat Professional, MS Office, and Internet Explorer including an ability to learn new IT systems
Good usage of Microsoft Office (emphasis on Word, Excel & PowerPoint)
Experience in remote technical troubleshooting of solar inverter systems
Extensive experience in the design, and installation of Solar inverter systems
Ability to use tools like Zoho, Monday.com, Slack

Benefits

Comprehensive Family/Personal Healthcare
Flexible Access to Salary and Employee Support Facilities
Employee Solar Power Program
Life and Career Coaching Masterclass
Flexible Access to over 11,000 learning resources and opportunities
Amazing colleagues and a great work culture
Team Bonding and a chance to build a world-class Clean Energy FinTech!

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Technical Resolution Lead - Solar Engineering

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