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Technical Subject Matter Expert
2 weeks ago
Position: Technical Subject Matter Expert (SME)
Location: Onsite (Mandaluyong)
Schedule: Day Shift
Why You'll Love Working Here
- Fixed weekends off
- Collaborative, growth-oriented environment
- Accessible location – near transport, food spots, and malls
- Stable daytime schedule
As a Technical SME at VoltX Energy, you will be the go-to expert for both customers and the support team. You'll provide advanced guidance, ensure technical details are explained in clear, customer-friendly language, and help raise the overall quality of our customer service.
What You'll Do
- Act as the escalation point for complex customer concerns via calls and emails
- Guide and coach agents in handling technical and process-related queries
- Translate technical information into clear explanations for customers
- Work with internal teams to resolve escalated issues
- Maintain and improve the Knowledge Base for accuracy and consistency
- Monitor service quality and suggest process improvements
What We're Looking For
- 2+ years of experience as a senior agent, lead, or SME
- Minimum of 2 years' experience in the technical aspects of solar or related fields
- Bachelor's degree in Electrical Engineering preferred
- Strong grasp of customer service processes and systems
- Excellent communication skills for explaining complex information clearly
- Proven experience handling escalations and coaching team members
- Familiarity with CRM software (HubSpot, Salesforce, or similar)
- Strong problem-solving and escalation management skills
- High attention to detail with the ability to juggle multiple priorities
- Proactive, patient, and able to support both customers and teammates effectively.
Nice-to-Have
- Experience supporting Australian, US, or UK-based customers.
- Previous work in a project-based industry guiding customers through multi-step processes (e.g., telecommunications, construction, logistics).
- A basic understanding of or interest in renewable energy or technology products.
