Customer Technical Support

2 days ago

Calamba, Calabarzon, Philippines Power Factors Full time ₱600,000 - ₱1,200,000 per year

Company Description

Power Factors is a software and solutions provider leading the next generation of clean energy with Unity, one of the most extensive and widely deployed renewable energy management suites (REMS) in the market. With over 300 GW of wind, solar, and energy storage assets managed worldwide across more than 600 customers and 18,000 sites, Power Factors manages 25% of the world's renewable energy data.*

Power Factors' Unity REMS supports the entire energy value chain, from monitoring and controls to market analytics. The company's suite of open, data-driven applications empowers renewable energy stakeholders to collaborate, automate critical workflows, and make more informed decisions to maximize asset returns. Energy stakeholders receive end-to-end support, including solutions for SCADA & PPC, centralized monitoring, performance management, commercial asset management, and field service management.

With deep domain expertise, AI-powered insights are delivered at scale so businesses can optimize assets, unlock growth, and make smarter decisions as the world rapidly transitions to clean energy. Power Factors fights climate change with code.

*Outside China and India

Role Description

Power Factors seeks a Customer Technical Support for SaaS in the Global Customer Support department to complete our team. As a member of the Global Customer Support department and reporting to the Manager of Technical Support, you will play a pivotal role as an internal support escalation subject matter expert. Our technical support services provide our customers with resolving technical challenges involving multiple platform issues, data flows, networking, communication failures, and KPI calculations for customer assets.

The Technical Support Specialist is the 1st line of support for incoming issues, requests and phone calls, This position involves prioritizing incoming requests, assigning tasks to appropriate support teams, and ensuring timely and efficient responses to customer concerns while maintaining a high level of customer In this role, you will support our customers by resolving technical challenges involving platform issues, data flows, networking, communication failures and more.

This is part of the shifting 24x7 schedule that includes weekends. Remote work to start and on-site after 3 months (Location/Office: Sta. Rosa, Laguna)

Qualifications

  • Software Proficiency. Proficient in using relevant software and support tools, CRM platforms like Freshdesk, as well as Technical Support ticketing workflows. Familiarity with SaaS (Software as a Service) products and technologies is a plus.
  • Database Knowledge. Familiar with SQL and relational databases.
  • Cloud Computing. Good understanding of cloud computing platforms and databases such as Azure and AWS (Amazon Web Services).
  • Computer Networking Expertise. Experience working with Linux and networking fundamentals. Good understanding of networked devices and communication protocols.
  • Troubleshooting. The ability to diagnose and resolve technical issues efficiently is fundamental. This includes researching problems, following procedures, and using relevant tools.

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