Job Description

You don't need to know solar. You need to be brilliant with people. We're looking for a Customer Support Specialist to join our In Life team - the first voice customers hear when they call GEM Energy / RACQ Solar. You'll handle inbound calls, emails and chats from across our residential and commercial base: new enquiries, customers wanting an update on where their installation is up to, and existing customers with a post-installation question.

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What you'll do

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- Answer inbound phone, email and chat contacts promptly, warmly and professionally
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- Use our job management and CRM systems to give customers clear, plain-language updates on their job
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- Walk customers through simple troubleshooting - inverter lights, isolators, monitoring app logins
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- Triage accurately, escalating technical faults to Technical Support and complaints to your Team Leader with a clean handover
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- Build your product knowledge deliberately, so more contacts get resolved on the first call
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What you'll bring

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- Experience in a customer-facing service role - phone and/or email. Industry matters far less than dedication to service excellence
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- Warm, transparent, confident communication, written and verbal
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- Composure when you don't yet have the answer, and the follow-through to close the loop
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- Genuine curiosity and a willingness to learn
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- Resilience - a difficult call doesn't change the energy you bring to the next one
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Desirable experience/skills: utilities, energy, telco, financial services or technical support background; experience with job management or ticketing software; any exposure to solar or home energy.

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Why this role

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This is the entry point into our In Life team and a deliberate step on a supported pathway into Technical Support. We hire for service capability and build the product knowledge with you. Apply now, or reach out for a confidential conversation.

📌 Customer Support Specialist (Brisbane Airport)
🏢 Gem Energy
📍 Brisbane Airport