Offshore Customer Service Representative – Level 1 Technical Support

3 days ago

Manila, National Capital Region, Philippines Redback Technologies Full time ₱1,500,000 - ₱3,000,000 per year

Job Title: Offshore Customer Service Representative – Level 1 Technical Support (REMOTE)

Employment Type: Contract

Role Overview

We are looking for Offshore Customer Service Representatives – Level 1 Technical Support who will serve as the first point of contact for customers requiring assistance with solar inverters, battery storage systems, and related products.

This role suits someone who is customer-focused, fast-learning, proactive, and able to understand and troubleshoot basic technical issues. You will work closely with Australian Customer Service team to deliver a smooth and positive experience for our customers.

Key Responsibilities

1. Customer Support & Communication

  • Respond promptly and professionally to customer inquiries via phone, email, and chat
  • Identify customer needs, guide them through product features, and recommend suitable solutions
  • Provide first-level technical support to homeowners, installers, and partners
  • Follow up on open cases to ensure timely resolution and customer satisfaction

2. Technical Troubleshooting

  • Troubleshoot Level 1 issues involving inverters, battery systems, system monitoring, and basic electrical/IT faults
  • Walk customers through problem-solving steps using established protocols
  • Conduct basic diagnostic tests and escalate complex issues to Level 2/Engineering teams when needed
  • Educate customers on preventive measures, system maintenance, and best practices
  • Provide customers with product information, warranty details, and basic system configurations

3. Documentation & Internal Coordination

  • Log all customer interactions, diagnostics, and resolutions accurately in the CRM/ticketing system
  • Maintain up-to-date knowledge of product features, updates, and enhancements
  • Share feature requests, recurring issues, and feedback with internal teams
  • Assist team leaders with technical tasks and support duties as assigned

Qualifications & Skills

  • Bachelor's degree or diploma in Electrical/Electronic Engineering, Renewable Energy, or related fields
  • Understanding of electrical systems, inverters, and battery storage
  • Experience with CRM or ticketing systems (Microsoft CRM preferred)
  • Excellent spoken and written English
  • Strong problem-solving mindset with attention to detail
  • Organised, proactive, and able to manage multiple tasks
  • Strong teamwork and communication skills

Experience

  • 2+ years of experience in technical customer service or support
  • Experience in solar, renewable energy, electrical, or inverter/battery systems

Why Join Us?

  • Opportunity to work with cutting-edge renewable energy technology
  • Ongoing training and development in solar, battery, and smart energy systems
  • Supportive global team environment with career growth opportunities
  • Contribute to a clean energy future and help customers transition to renewable energy

About Redback Technologies

Redback Technologies, founded in 2015 and based in Brisbane Australia, delivers advanced solar solutions for residential users. We are a dynamic and fast-growing solar and battery company on a mission to empower Australian households to reduce energy costs and embrace clean, sustainable power. With premium products, expert support, and a streamlined sales process, we make the switch to solar simple, affordable and rewarding, and support Australia's renewable energy goals.

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