L1 Technical Support Onsite

Technical Support Specialist – Solar & Battery (L1 Structured Diagnostics)

Onsite | Pandr Office, Legazpi City

About The Opportunity

We are establishing the Philippine support division for a leading Australian solar, battery, and heat pump retailer. This is the founding technical support team.

Within 6 months, this division will scale to 45 staff. The first five Technical Support Specialists will define the service standard, build the systems, and set the performance benchmark.

High performers will be prioritized for Senior, QA, Training, and Team Leadership roles within 6 months.

This is not a basic CSR role. This is structured technical resolution.

Role Overview

You will support Australian residential customers following the installation of solar systems, batteries, and heat pumps.

This role focuses on structured diagnosis, root cause analysis, and resolution ownership — not scripted responses.

Key Responsibilities

• Handle approximately 40 inbound calls per day
• Maintain 5 hours average daily talk time
• Conduct structured discovery to diagnose issues
• Identify root cause and determine resolution pathway
• Liaise with manufacturers for warranty claims
• Coordinate installers and third-party service providers
• Book and schedule warranty call-outs
• Accurately document cases in CRM systems
• Own cases through to full resolution
  
  

• Minimum 2–3 years experience in Technical Support or Customer Resolutions
• Proven experience diagnosing technical or service-related issues over the phone
• Experience handling inbound call volumes of at least 30 calls per day
• Experience managing escalations or complaint handling
• Experience supporting AU, US, or UK customers
• Strong CRM documentation experience
  
  

• Telecom or ISP technical support
• Electrical, appliance, HVAC, or home systems support
• Utilities or energy provider support
• Hardware troubleshooting or equipment diagnostics
• Warranty claims or service coordination
  
  

• Structured and logical thinker
• Strong situational judgment
• Curious and investigative mindset
• Calm under pressure
• Professional English communication
• Ownership mentality
  
  

• Healthy, supportive, and professional work environment (Great Place to Workâ„¢ Certified for three consecutive years)
• Opportunity to lead and shape HR strategy in a fast-paced, high-growth organization
• Work with an innovative company delivering cutting-edge solutions across multiple industries
• Collaborative, forward-thinking culture that values people, performance, and accountability
• Competitive compensation with clear opportunities for career growth and leadership development
• 21 leave credits plus all client-based holidays
• Comprehensive HMO coverage with dependent benefits
• Exposure to world-class leadership from both local and international stakeholders