Installation Support & Customer Success Specialist

About the role

A proactive, patient and detail-oriented Installation Support Specialist is sought to guide customers through a seamless setup experience. The role covers confirming upcoming technical installations, making proactive reminder calls, checking in on installation day, supporting customers when issues arise, and helping those who choose self-installation with guides, video resources and basic troubleshooting.

Key responsibilities

• Pre-installation reminders: conduct scheduled outreach calls and follow-ups to remind customers of their installation appointments, confirm scheduling details and ensure site readiness.
• Installation day check-ins: contact customers on the scheduled day to verify arrival windows, track technician status and confirm successful setup.
• No-show and technician delay handling: quickly assist customers when a technician is absent or delayed, coordinating with logistics/dispatch and keeping customers informed.
• Self-installation guidance: walk customers through self-installation using step-by-step manuals, visual aids and video walkthroughs, and help organise a pending and cancellation report.
• Customer service and troubleshooting: answer installation-related inquiries, address initial technical hurdles and escalate complex issues to higher-tier technical teams.
• CRM and record keeping: update customer accounts, log call interactions, update installation statuses and record feedback.

Required profile

• 1-3 years of experience in customer support, appointment scheduling, technical assistance or logistics coordination.
• Exceptional verbal and written English with a friendly, reassuring phone manner.
• Comfortable guiding non-technical users through digital guides, instructional videos and help resources.
• Ability to stay calm, empathetic and solution-focused under pressure, such as missed appointments or setup issues.
• Willingness to work a rotational shift pattern covering a 6-day operational week, with 9-hour shifts (including breaks) and 5 working days per week.

Required skills

• Prior experience with CRM platforms, ticketing software and phone scheduling tools.