Technical Support Engineer
SunPower
- Philippines
- Permanent
- Full-time
- Fully embrace and embody the concept of owning customer experience. Taking immediate action to resolve customer concerns and assuming accountability for resolution.
- Problem-Solve: Provide timely and effective resolution and support to solar customers throughout the post-install and ownership journey, in different channels like phone, chat and email.
- Communicate Effectively and Proactively: Present technical information in a clear and user-friendly fashion, keeping customers informed throughout the resolution process, providing updates on progress, expected timelines, and any potential obstacles.
- Investigate Thoroughly: Leverage business tools, data and analytics to access customer information and interactions, including their solar system details, performance, installation history and maintenance records, allowing for personalized and context-based service and experience.
- Educate Customers: about overall system health, recommend how to get the most out of their solar systems and provide insights for next issue avoidance.
- Ensure Closure: See each customer issue through to its conclusion, verify that the problem has been resolved and the customer is content with the outcome.
- Advocate for the Customer: Serve as the customer's advocate within the organization, collaborating with cross-functional teams at all levels to ensure that customer needs are met and issues are resolved to their satisfaction.
- Educational Background: Bachelor's/College Degree related fields such as Computer Science, Information Technology, Environmental Science, Research, Business Administration, or closely related discipline, or a combination of education and equivalent experience; Fresh graduates are welcome to apply with Bachelor's/College Degree of Engineering in any field.
- Work Experience: At least 2yrs experience in a technical support role/capacity in the customer service space, customer-facing org
- Skills/Competencies: Excellent English communication skills (verbal and written)
- Customer-centric, problem solvers and critical thinkers with passion to provide effortless customer experience.
- Excellent customer service and advocacy skills
- Strong growth mindset, technical aptitude, and systems comprehension
- Strong analytical and problem-solving skills.
- Comfortable with the use of multiple and complex business tools and technologies
- Exude grace under pressure and collaborative and empathetic mindset.
- Excellent computer skills and proficiency in MS Office and use of web-based applications, Salesforce and Oracle background preferred.
- Basic Networking: Capable of troubleshooting or learning to troubleshoot TCP/IP network, including WiFi configuration and resolving connectivity issues.
- Familiarity with mobile apps: Capable of guiding customers to install or reinstall mobile applications on iphones, ipads, and android phones from relevant app stores.
- This is an FTE position
- Candidate must be willing to work in Binan Laguna
- Candidate must be legally entitled to work and reside in the Philippines
- Candidate must be willing to render overtime as business requires (weekends, US/PH holidays)
- Candidate must be flexible to work on a night shift schedule supporting North America region
- Candidate must be willing to work on rotating schedules and days off
- Candidate will be on flexible work arrangement (combination of onsite and remote work) (if applicable depending on the nature of the job).
- Tool of Trade: Laptop/Desktop, Extended Monitor, Headset (as needed)