Tech Support Specialist II
New
P
PalmettoClean Energy
Remote - PhilippinesFull-TimeMiddle
Salary540,000 - 810,000 PHP per year
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Job Details
- Experience
- 2+ years
- Required Skills
- Data AnalysisSalesforceTroubleshootingTechnical supportCRM
Requirements
- 2+ years of experience in technical support, customer support, or operations in a high-volume environment.
- Experience in residential solar, electrical systems, or field service environments.
- Strong troubleshooting and problem-solving skills with the ability to diagnose issues using data.
- Ability to learn and navigate monitoring platforms, CRM systems, and technical tools.
- Experience with Salesforce is preferred.
- Strong communication skills with the ability to explain technical concepts to non-technical customers.
- Attention to detail in documenting cases and troubleshooting steps.
- Ability to manage multiple cases simultaneously while maintaining SLA performance.
- BS/BA degree preferred.
- Spanish proficiency is a plus.
Responsibilities
- Monitor system performance across the residential solar portfolio to proactively identify underperforming systems.
- Triage and investigate service cases by validating issues and determining appropriate troubleshooting paths.
- Execute remote troubleshooting, such as inverter resets and communication troubleshooting, to resolve system issues.
- Document all troubleshooting steps, findings, and outcomes accurately within Salesforce.
- Manage and prioritize service queues to ensure all cases are addressed within defined SLA timelines.
- Escalate unresolved or complex issues to Service Project Coordinators with validated scope and context.
- Collaborate with Product and Engineering teams to improve alert quality and troubleshoot workflows.
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