Technical support specialist

Role & Core Responsibilities

This role is defined as Local Online Customer Support, with a focus on aftersales service for residential energy storage inverters and battery systems in the Ukrainian market.

Service Channels & Customer Segments

You will provide online support via WhatsApp and Telegram groups, serving two distinct customer tiers:

1.Dealers & Installers: Managed in dedicated group chats under the official aftersales account to ensure structured case management and documentation.

2.End Users: Handled through private messages for straightforward inquiries. Complex technical issues are escalated to the official aftersales account and engineering team for joint resolution.

Authorization & Operational Workflow

1.Replacement Approvals: Authorization for unit replacements (RMA) and spare parts distribution must be explicitly confirmed by the official account.

2.Process Documentation: Responsible for logging all service requests according to protocol and coordinating with the local warehouse team for parts dispatch.

Reporting Requirements

Submit weekly statistical reports on complaint volumes and case categories (standard templates will be provided).

Compensation & Performance Proposal

Based on the role scope, local market level, and the remote working model, the proposed compensation structure is as follows:

Probation Period

Duration: 3 months Fixed Salary: 42,000 UAH / month

During the probation period, the focus will be on evaluating:

• response speed and communication discipline
• case handling quality
• process compliance and reporting accuracy
• ability to coordinate with the official aftersales account, engineering team, and local warehouse
• professionalism in handling dealers, installers, and end users

After Probation

Upon successful completion of the probation period, the salary structure will be adjusted to:

Base Salary:44,000 UAH / month Monthly Performance Bonus: up to 4,000 UAH / month

Target Total Monthly Income:48,000 UAH / month

This structure is designed to ensure both income competitiveness and performance accountability, considering that this is not a standard customer service role, but a hybrid position involving aftersales support, technical coordination, complaint handling, and service process management.

Monthly KPI Structure

The monthly performance bonus of 4,000 UAH will be evaluated based on the following KPI categories:

1. Response Time & Service Timeliness — 30%

Measurement focus:

• first response time in dealer/installer group chats
• first response time to end-user private messages
• timeliness of escalation to the official aftersales account and engineering team
• compliance with agreed online working hours

2. Case Handling Efficiency & Closure — 30%

Measurement focus:

• number of service cases handled
• number of cases properly closed within target time
• number of overdue or unresolved cases
• coordination efficiency with warehouse team for spare parts dispatch
• proper follow-up on complaint cases until closure

3. Customer Feedback & Satisfaction — 20%

Measurement focus:

• feedback from dealers and installers
• customer satisfaction ratings after case handling
• communication quality and professionalism
• complaint escalation caused by poor communication or incomplete follow-up

4. Reporting & Process Compliance — 20%

Measurement focus:

• completeness and accuracy of service request records
• proper case categorization according to protocol
• weekly statistical report submission on time
• compliance with internal approval rules for replacement units and spare parts
• no unauthorized commitments regarding RMA, replacement, compensation, or free parts