Technical Subject Matter Expert

4 days ago

Mandaluyong City, National Capital Region, Philippines Smart Channel Pty Ltd Full time ₱360,000 - ₱720,000 per year

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.

Job Type: Full-time

Benefits:

  • Company events
  • Health insurance

Ability to commute/relocate:

  • Mandaluyong: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

  • How much is your expected salary (In PHP Monthly)?

Experience:

  • Lead Agent/SME: 2 years (Required)
  • Technical support in Solar: 2 years (Required)

Work Location: In person

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