Role Description - Provide phone and email based problem solving and fault finding support for installers and customers - Generating cases via CRM to track and resolve customer enquiries - Answering technical product enquiries - Liaise with service, sales and repair centre departments to ensure cases are dealt with efficiently - Developing, updating and managing technical documentation for commissioning of our products - Assist in developing the technical support process of the business - Assist in Sales Exhibitions and Trade Fairs - Liaise with Technical Support International Qualifications - Relevant qualification in electronic engineering and renewable energy equivalent - Direct Solar and power generation Industry experience an advantage - Solid technical understanding of inverters and batteries products - Solutions based mindset - Eagerness to support customers as required - Strong work ethic - Experience in a role which required inter department communication and coordination an advantage - Ability to work autonomously as well as part of a team - Fluent Danish speaking is a must - Fluent English is preferred

• Responsible for customer interactions that result in resolved technical, billing and account queries. • Identify and understand customer needs. • Provide solutions to technical and account management queries. • Resolved customers’ queries, and complaints and manage objections effectively to increase customer satisfaction. • Deliver exceptional service to customers in all interactions. • Diligently execute escalations beyond 1st line support. • Record accurate summaries of customer interactions in the company business system. • Utilise all available tools and resources to resolve customer queries completely.

• Own and resolve Level 2 and Level 3 technical support issues escalated from the Customer Support team. • Troubleshoot technical issues including API errors, data synchronization failures, authentication and access issues, and platform configuration challenges. • Analyze logs and system behavior to identify root causes and resolve customer issues efficiently. • Perform technical investigations and debugging using internal tools and limited database access. • Reproduce product issues and document clear troubleshooting steps before escalating genuine product defects to Engineering. • Collaborate closely with Customer Support to ensure seamless handover and resolution of escalated cases. • Communicate technical findings clearly to both customers and internal stakeholders. • Maintain detailed documentation within the ticketing system, including investigation findings, root causes, and resolutions. • Contribute to internal runbooks, troubleshooting guides, and knowledge base articles to improve support efficiency. • Identify recurring technical issues and partner with Product and Engineering to recommend long-term improvements. • Support our evolving 24/7 customer support operation through a rotational shift schedule, including evenings and weekends.

• The DSA is the initial point of contact for all incoming support inquiries and responsible for triaging, troubleshooting, and resolving all tier 1 related issues. • DSA’s carefully document each step of the troubleshooting process in Helion’s ticketing system, Autotask, all while offering swift, courteous support to Helion’s client base. • DSA’s on average manage 5-7 tickets in their queue and receive 16-18 calls a day. • The department works in a cohesive manner to ensure clients' issues are resolved quickly and hold times are kept minimal for end users.