Solar Technical Support

8 hours ago

Clark Freeport Zone Pampanga, Philippines JOBS360 Full time

About Shore360:

Shore360 is a 100% Australian-owned BP firm based in the Philippines, providing customized staffing and administrative support for international companies, handling recruitment, HR, IT, and office facilities so clients can focus on core business, offering transparent pricing, dedicated teams, and flexible setups.

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 Bachelor's 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 (Bronze)

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