Level 1 Technical Support Representative (Solar Energy)

This is a remote position.

Remote Philippines Full-Time
PHP 35000 - 45000/month negotiable
5:30 AM 2:30 PM PHT (7:30 AM 4:30 PM ACDT)
Long-Term Remote Role

If youre a technically sharp support professional who thrives on structure takes total ownership of technical problems and wants to build a long-term career with a leading Australian solar energy firm that values process-disciplined execution over simple task completion keep reading.

This isnt a role for a generic customer service agent waiting for instructions.

This is a focused outcome-driven position where youll own the Level 1 support queue handle first-line technical triage and use AI tools to accelerate your workflow and scale your impact.

Youll be working directly with an established fast-growing Australian solar and battery storage provider who:

• Champions Innovation: Integrates advanced AI capabilities into your daily rhythm leveraging tools to speed up manual lookups manual documentation and workflow tasks.
  

• Values Your Growth: Provides comprehensive product compliance training and full SOP blueprints directly from the senior Adelaide technical teammeaning no prior Australian solar experience is required if you bring strong technical support fundamentals.
  

• Respects Your Expertise: Operates under a structured 3-tier escalation model giving you clear ownership over your queue so you always know what is yours to resolve and what to hand over.
  

• Builds Stability: Sets up a permanent long-term seat with a dedicated Success Manager (CSM) for ongoing support provides your hardware setup (Mini PC) and hosts an annual in-person company workshop in the Philippines.
  

Youll get career transformation daytime shift alignment with South Australian business hours (no graveyard shifts) and the freedom to manage your queue independently without being micromanaged.

This is a core technical helpdesk and triage role covering ticket resolution remote troubleshooting and manufacturer warranty tracking. You arent just answering calls passively; you are organizing ticket context in a modern waymastering product metrics across major brands to separate basic application connectivity blockers from deep hardware faults.

Youll take the lead on:

• Strategic Level 1 Triage: Categorizing incoming support requests as L1 L2 or L3 and resolving entry-level issues at the first point of contact.
  

• Dynamic Hardware Support: Troubleshooting and managing connectivity app logins and monitoring platform alerts for solar and battery brands including Goodwe SIG Energy Tesla Powerwall and Alpha ESS.
  

• Warranty & RMA Lifecycle Management: Independently owning the Return Merchandise Authorization (RMA) claim process directly with manufacturers from submission through follow-up to total resolution.
  

• AI Workflow Integration: Implementing AI-enhanced prompts and shortcuts to parse product manuals write templated customer responses and build clean escalation summaries for the Adelaide team.
  

• Ticketing System Hygiene: Maintaining 100% accurate context-rich and up-to-date ticket logs within the corporate helpdesk system without needing to be chased.
  

• De-escalation Excellence: Communicating clearly calmly and warmly with Australian customers to systematically resolve problems even when they are highly frustrated.
  

This Role Is a Great Fit If You:

• Are a Technical Domain Thinker: You have a solid background in technical support helpdesk operations engineering trades or field support coordination with a physical hardware product component.
  

• Are a Process Hybrid: You are equally comfortable operating inside modern ticketing tools (Zendesk Freshdesk HubSpot Service) as you are navigating structured product manuals and technical databases.
  

• Are an AI-Adaptive Operator: You actively use generative AI tools (ChatGPT/Claude) as a genuine workflow multiplier to accelerate lookup speed and refine written drafts.
  

• Have 24 years of experience in technical customer support engineering customer service or after-sales technical administration.
  

• Are High-Accountability: You dont need to be micromanaged or chased for updates. You manage your queue independently document files immediately and proactively flag blockers early.
  

• Communicate with pristine clarity and professional confidence writing and speaking fluent English that meets strict Australian market expectations.
  

Mandatory Screening Question: As part of your application process please answer the following technical scenario: A GoodWe inverter is showing offline in monitoring. What are the first 3 things you would check

After 6090 Days:

• The Queue is Fortified: You are independently running the full Level 1 queue maintaining an accuracy threshold where fewer than 10% of your tickets require reclassification by the Adelaide team.
  

• Production is Seamless: You are effortlessly balancing high-volume ticketing requests with end-to-end manufacturer RMA tracking ensuring zero claims are dropped or stalled.
  

• Impact is Measured: Your ticket handling matches or exceeds internal SLA targets while generating exceptional customer feedback and call quality review scores.
  

• Trust is Earned: The Australian management team relies entirely on your self-management to lead the L1 function allowing them to confidently hand off volume without oversight.
  

• Competitive monthly salary (PHP 35000 - 50000/month dependent on experience and technical depth)
  

• Permanent stable long-term seat with an established green-energy company
  

• Premium hardware setup provided (Mini PC shipped directly to you)
  

• Dedicated Philippine daytime shift hours (5:30 AM - 2:30 PM PHT) aligning with Adelaide business hours
  

• All-expenses-paid annual company workshop in the Philippines covering flights and accommodation
  

• Ongoing coaching and advocacy from an assigned Remote Workmate Success Manager (CSM)
  

If youve ever thought:

I am a world-class technical support professional who can handle complex product troubleshooting and manage rigorous operationsI just want an international client who is organized provides clear processes and values my technical depth this is that role.

Lets build long-term success together.