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)
• 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 with 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

• Conduct 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