Technical Support Specialist

1 day ago

Paranaque City, Calabarzon, Philippines beBeeTechnician Full time $60,000 - $80,000
Job Title

A Technical Support Specialist is needed to join our Global Customer Support team.

This role involves providing internal support escalation subject matter expertise, resolving technical challenges involving multiple platform issues, data flows, networking, communication failures, and KPI calculations for customer assets.

  • Receive, triage, and prioritize incoming technical support calls from customers.
  • Assess and prioritize cases based on urgency, impact, and customer Service Level Agreements (SLA).
  • Gather detailed information from customers to accurately identify and document issues, including relevant symptoms, error messages, and troubleshooting steps already taken.
  • Troubleshoot and diagnose data flow issues from remote sites into the cloud. Perform diagnostic tests to resolve straight-forward issues or escalate complex cases to appropriate support tiers or subject matter experts.

Key Responsibilities:

  • Maintain accurate and up-to-date records of support requests, including details of the issue, troubleshooting steps taken, resolution provided, and any follow-up actions required.
  • Serve as the face of the organization with our Customers. Strive to meet or exceed customer satisfaction targets by providing professional, empathetic, and effective support experiences.
  • Provide expert technical support for cloud-based solutions used in renewable energy applications, particularly for solar, wind, storage and hybrid sites.
  • Collaborate with internal teams, including engineering, product development to escalate and resolve more complex issues.
Requirements

To be successful in this role, you will need:

  • Bachelor's degree in engineering (Renewable /Communication/Data Engineering preferred).
  • Minimum of 3 years of experience in a technical support role. Renewable industry or operations & maintenance (O&M) preferred.
  • Knowledge of CRM / Ticketing system as well as ticketing workflows.
Benefits

By joining our team, you'll be part of a dynamic group of innovative and driven individuals dedicated to making a positive impact. Every day, your work will directly contribute to advancing clean energy solutions and supporting global sustainability initiatives.

Life at Organization

We are an agile software development company – big enough to make an impact, but small enough to move quickly and execute in a growing industry.

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