Customer Support

2 hours ago

Clark Freeport Zone, Philippines Shore360, Inc Full time ₱800,000 - ₱1,200,000 per year

Roles and Responsibilities

Technical Support & Troubleshooting

  • Respond to customer inquiries via phone, email, and ticketing systems.
  • Diagnose and resolve issues related to hardware faults, firmware updates, platform access, and general system performance.
  • Escalate complex issues to electricians and the engineering team.
  • Maintain detailed logs and documentation of support cases.

Customer Enablement & Documentation

  • Contribute to the development of guides, FAQs, and knowledge base articles.
  • Support customer success initiatives and campaigns.

Collaboration & Continuous Improvement

  • Work closely with field engineers, product teams, and Quality Assurance to resolve recurring issues.
  • Provide feedback to improve product features and support processes.
  • Participate in team meetings and contribute to customer success metrics and reporting.

Required Experience

  • 3-5 years of experience in technical support or field service roles within solar PV, energy storage, electrical systems, or IT/Communication.
  • Experience using CRM and ticketing platforms (e.g., Microsoft Dynamics 365).

Minimum Qualifications

  • Diploma or Bachelors degree in Electrical Engineering, Energy Systems, IT, or a related technical field.

A Successful Candidate Must Have

  • Strong problem-solving and communication skills.
  • Ability to clearly explain technical concepts to non-technical users.
  • Customer-focused mindset with a proactive approach to issue resolution.

Proficient With

  • CRM and ticketing systems.
  • BESS systems and inverter protocols (advantage).

Experience Advantage

  • Previous experience developing documentation such as guides and knowledge base articles.
  • Familiarity with solar/renewable energy technologies.

ShoreXtra Perks

  • Day 1 HMO Coverage
  • Dayshift schedule
  • Fixed Weekends off
  • Game lounge
  • Engaging monthly activities
  • Free and unlimited barista-style coffee
  • Free parking and shuttle services
  • Employee referral incentives

Job Types: Full-time, Permanent

Benefits:

  • Health insurance
  • On-site parking
  • Paid training
  • Transportation service provided

Work Location: In person

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