Power Factors is looking for a Customer Technical Support Specialist to join our mission-driven team. In this role, you will provide expert, first-line technical support for our SaaS products to customers in the renewable energy industry. You'll be responsible for troubleshooting data flows, platform issues, and communication failures as part of our 24x7 global support team.
What You'll Do
- Receive, triage, and prioritize incoming technical support calls and tickets from customers.
- Gather detailed information to accurately identify and document issues, including symptoms and troubleshooting steps.
- Troubleshoot and diagnose data flow issues from remote sites into the Power Factors Cloud.
- Perform diagnostic tests to resolve straightforward issues or escalate complex cases.
- Identify and escalate priority issues or service disruptions to appropriate personnel.
- Maintain accurate records of support requests and resolutions.
- Provide expert technical support for PowerFactors SaaS Solutions used in solar, wind, storage, and hybrid sites.
- Assist clients with troubleshooting SCADA system operations, data collection, and control processes.
- Troubleshoot and diagnose SaaS-related issues in real-time to minimize client downtime.
- Create and maintain detailed documentation for resolutions and knowledge articles.
- Collaborate with internal teams like engineering and product development to resolve complex issues.
- Own customer issue resolution and communication from start to end, including engaging cross-functional teams.
- Participate in a weekly on-call rotation.
What We're Looking For
- Bachelor's degree in engineering.
- Minimum of 3 years of experience in a technical support role.
- Knowledge of CRM / Ticketing system and ticketing workflows.
- Proficient in using relevant software and support tools, CRM platforms like Freshdesk.
- Familiarity with SQL and relational databases.
- Good understanding of cloud computing platforms and databases such as Azure and AWS.
- Experience working with Linux and networking fundamentals.
- Good understanding of networked devices and communication protocols.
- Ability to diagnose and resolve technical issues efficiently.
- Strong communication skills.
- Empathy and customer focus.
- Time management and prioritization skills.
- Adaptability.
- Team player.
Nice to Have
- Degree in Renewable, Communication, or Data Engineering.
- Experience in the renewable industry or operations & maintenance (O&M).
- Familiarity with SaaS (Software as a Service) products and technologies.
Technical Stack
- CRM platforms (e.g., Freshdesk)
- SQL and relational databases
- Cloud: Azure, AWS
- Operating Systems: Linux
- Networking protocols
Team & Environment
You will be part of our Global Customer Support department, reporting to the Manager of Technical Support. Our culture is purpose-driven, committed, and collaborative, focused on making a positive impact in clean energy.
Work Mode
This position is for a local hire in the Philippines.
Power Factors is an Equal Opportunity Employer committed to engaging a diverse workforce and sustaining an inclusive culture. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.
