Renewable Energy Technical Support Specialist

2 days ago

Baguio City, Cordillera, Philippines beBeeTechnical Full time $90,000 - $120,000

Renewable Energy Technical Support Specialist

The Renewable Energy Technical Support Specialist will play a pivotal role in the Global Customer Support department, providing internal support escalation and subject matter expertise. The team provides customers with resolving technical challenges involving multiple platform issues, data flows, networking, communication failures, and KPI calculations for customer assets.

As a key member of the team, you will be responsible for receiving, triaging, and prioritizing incoming technical support calls from customers. You will also receive incoming support requests through various channels such as phone and ticketing systems, assess and prioritize cases based on urgency, impact, and customer Service Level Agreements (SLA).

You will gather detailed information from customers to accurately identify and document issues, including relevant symptoms, error messages, and troubleshooting steps already taken. You will update the client as support tickets progress and communicate issue resolution.

The ideal candidate will have a strong understanding of renewable energy technologies, specifically solar, wind, storage, and hybrid sites. You will troubleshoot and diagnose data flow issues from remote sites into the Power Factors Cloud, perform diagnostic tests to resolve straight-forward issues or escalate complex cases to appropriate support tiers or subject matter experts.

You will 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. The successful candidate will strive to meet or exceed customer satisfaction targets by providing professional, empathetic, and effective support experiences.

Key Responsibilities:

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