Customer Technical Support Specialist

18 hours ago

Mabalacat, Central Luzon, Philippines beBeeTechnical Full time $600,000 - $1,000,000

About the Role

We seek a skilled technical support professional to join our Global Customer Support team. As an internal support escalation subject matter expert, you will play a pivotal role in providing technical services to customers.

  • Receive and prioritize incoming technical support calls from customers.
  • 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 our platform. Perform diagnostic tests to resolve straightforward issues or escalate complex cases to appropriate support tiers or subject matter experts.
  • Identify and escalate priority issues or service disruptions to appropriate personnel for resolution.

Key Responsibilities:

  • Resolve technical challenges involving multiple platform issues, data flows, networking, communication failures, and KPI calculations for customer assets.
  • Prioritize incoming requests, assign tasks to appropriate support teams, and ensure timely and efficient responses to customer concerns while maintaining a high level of customer satisfaction.

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.

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