Technical Support Agent (m/f/d) – Onboarding & Support | Brussels and periphery

Your Responsibility

As a Technical Support Agent within the Onboarding & Support team, you will be part of the broader Customer Team. Your primary focus will be to guide customers through a seamless onboarding process, foster a long-term relationship built on trust, and provide ongoing support that ensures their success with our products. Specifically, your responsibilities will include:

• Onboarding: Guide customers through every stage of onboarding, from installation to full operational readiness. You’ll ensure that they are set up for success and understand how to get the most from our energy management solutions.
• Training: Conduct personalised training sessions and workshops—both online and on-site—to ensure that customers are confident in using our products. Tailor these sessions to meet the diverse needs of different users.
• Integration: Ensure that all system components (e.g., PV systems, charging stations, heat pumps, battery systems) are optimally integrated into the customer’s energy management setup, ensuring seamless operation.
• Customer Relationship Management: Act as the primary point of contact for customers, developing strong, trust-based relationships. Your role is to act as the voice of the customer within Nexxtlab, ensuring their feedback is heard and their concerns are addressed.
• Ongoing Support: Provide timely, high-quality support to address technical issues and inquiries, ensuring continuous customer satisfaction.
• Documentation: Maintain clear and detailed documentation of all interactions, processes, and solutions to enhance internal transparency and communication.
• Knowledge Management: Contribute to the creation and maintenance of a customer-facing knowledge base, offering self-service resources that help customers resolve common issues and use our products more effectively