Support Desk Agent at Lumos

Job Summary

• The Support Desk Agent serves as the first point of contact for partners whose customers are experiencing issues with their Lumos solar systems.
• This role involves providing timely support, troubleshooting technical and non-technical complaints, escalating unresolved issues, and ensuring excellent customer experience.

Key Responsibilities
Partner Support & Issue Resolution:

• Respond to inbound calls, emails, and messages from partners regarding their customers’ Lumos solar systems.
• Log all customer complaints received from partners, inquiries, and feedback accurately in the company’s CRM system.
• Provide step-by-step guidance to partners to resolve basic technical issues remotely (e.g., power output issues, system reset, usage instructions etc).
• Educate partners on proper usage and maintenance of solar products.

Technical Troubleshooting:

• Identify and diagnose common technical issues related to solar home systems, batteries, inverters, or accessories.
• Verify product installation details and system performance using monitoring tools.
• Perform remote diagnostics and coordinate partners when on-site support is required.

Case Escalation & Follow-Up:

• Escalate complex or unresolved issues to the Technical Team, Field Support, or supervisor as necessary.
• Track and follow up on escalated cases until closure, ensuring customers receive timely updates.
• Document all actions taken and maintain accurate case records.

Customer Education & Engagement:

• Sales validation calls to provide potential customers with product information, subscription details, payment processes, and warranty terms
• Advise customers on energy usage best practices to optimize system performance.
• Promote available company services and support programs when appropriate.

Reporting & Compliance:

• Prepare daily, weekly, or monthly reports on customer complaints, resolutions, and trends.
• Ensure compliance with company policies, service-level agreements (SLAs), and quality standards.
• Maintain confidentiality and security of customer information.

Qualifications

• OND / HND / Bachelor’s Degree in any field.
• Experience in customer service or technical support (ideally in renewable energy or telecoms).
• Familiarity with solar home systems is an added advantage.

Key Skills & Competencies

• Strong communication and interpersonal skills.
• Problem-solving and analytical abilities.
• Basic technical knowledge of solar systems (training can be provided).
• Ability to remain calm and professional under pressure.
• Proficiency in CRM tools and Microsoft Office.
• Attention to detail and strong documentation skills.