Technical Support Specialist

Location

This position will be based in the Philippines.

Summary of Role

The Technical Support Specialist role is critical to the success of the Palmetto Platform and LightReach financial product, managing all customer and operational logistics around one of the most impactful customer moments on their clean energy journey - ongoing services and support needs throughout the 25 year lifespan of the solar system. This role is responsible for monitoring the system's performance, remote troubleshooting, and assisting customers with issues. They are also responsible for investigating elevated tickets by confirming the validity of the problem and seeking known solutions.

The Technical Support Specialist can identify the issue, prioritize the troubleshooting process, and properly manage time. This may include solar repair, diagnostic testing, and the utilization of remote performance tools. They must communicate empathetically with customers and form strong relationships with the Field Service Team to ensure seamless site visit scheduling.

Strategic & Tactical

• Continuously oversee the performance of the residential solar asset portfolio, ensuring optimal functionality and identifying underperforming systems.
• Timely detect and analyze issues impacting solar system performance, utilizing data and monitoring tools to diagnose problems.
• Provide remote troubleshooting support to resolve system issues, including guiding homeowners through reset procedures when necessary.
• Contact homeowners to inform them of issues, guide them through troubleshooting steps, and ensure they understand the status and next steps for resolving any problems.
• When remote troubleshooting is insufficient, escalate complex or unresolved issues to the Field Service Team, coordinating service visits and ensuring a seamless handoff.
• Maintain accurate records of all issues, resolutions, and communications, generating reports on system performance and service activities as needed.
• Identify trends or recurring issues within the portfolio and collaborate with relevant teams to implement solutions that enhance overall system performance and customer satisfaction.
• Ensure all queues are meeting the defined SLA's (Service Level Agreements).
• Manage and prioritize service requests and issues through the ticketing system, ensuring all cases are addressed promptly and efficiently.
• Communicate with Service Project Coordinators regarding customer preferences, availability, and specific job details.
• Escalate any jobs stuck or delayed beyond the normal timeline.
• Play a collaborative effort as an interdepartmental liaison among service, data engineering, sales, and partner management teams
• Take on new tasks and responsibilities as needed to help the Services division achieve its goals
• Seek constant improvement in the quality of Palmetto's product and customer service.
• Complete periodic root-cause analysis of service cases and provide management with relevant reporting.
• Suggest process improvements and take part in various projects as a subject matter expert (SME).

Qualifications

• BS/BA Preferred.
• Minimum 2 years of experience in a customer, tech, or sales support role preferred.
• A high degree of proactiveness, adaptability, and resourcefulness to excel in a dynamic, fast-paced environment.
• Customer service mindset.
• Problem solver with attention to detail.
• Strong enterprise software skills (G Suite, Salesforce, Zendesk).
• Ability to work independently as well as in a team.
• Excellent communicator, both written and verbal.
• Knowledge of the construction or solar industry is preferred.