Renewable Energy Technical Support Specialist

2 days ago

Calamba, Calabarzon, Philippines beBeeSupport Full time $90,000 - $120,000
Technical Support Specialist

This is a highly sought-after role for individuals with strong technical skills and excellent customer service abilities. As a Technical Support Specialist, you will be responsible for providing timely and effective support to customers experiencing technical issues with our SaaS solutions.

The ideal candidate will have a solid understanding of computer systems, networking fundamentals, and troubleshooting principles. They will also possess excellent communication and problem-solving skills, as well as the ability to work in a fast-paced environment.

Responsibilities:

  • 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.
  • Identify and escalate priority issues or service disruptions to appropriate personnel, such as support managers or senior support specialists, for resolution.
  • 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.

Requirements:

  • 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.

Competencies:

  • Software Proficiency: Proficient in using relevant software and support tools, CRM platforms like Freshdesk as well as Technical Support ticketing workflows.
  • Database Knowledge: Familiar with SQL and relational databases.
  • Cloud Computing: Good understanding of cloud computing platforms and databases such as Azure and AWS.
  • Computer Networking Expertise: Experience working with Linux and networking fundamentals. Good understanding of networked devices and communication protocols.
  • Troubleshooting: The ability to diagnose and resolve technical issues efficiently is fundamental.

What We Offer:

  • Opportunity to work in a dynamic and innovative company that is leading the charge in transforming the energy industry.
  • Chance to make a positive impact on the environment by supporting clean energy solutions.
  • Professional growth and development opportunities in a collaborative and supportive team environment.

Why Join Us:

  • Join a team of bold and ingenious talents driven by results.
  • Be part of a purpose-driven organization committed to making the world a better place.
  • Enjoy a culture that values commitment, conscientiousness, and collaboration.

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