Founding Tech Support - Solar & Home Systems

Pandr Outsourcing; Legazpi; On-site; PHP 335,000 - 558,000; Full time

Benefits offered by this job

Great Place to Work certification

HMO with dependents

21 leave credits

Client holidays

Career advancement opportunities

Exposure to leadership across regions

Job summary

Pandr Outsourcing seeks a Technical Support Specialist to join the founding Philippine support team serving an Australian retailer of solar systems, batteries, and heat pumps.

You will focus on structured diagnosis, root-cause analysis, and ownership of cases, handling inbound calls and documenting in CRM while coordinating with installers and manufacturers to drive timely resolutions.

Qualifications

• 2–3 years of 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 Australian, US, or UK customers.
• Strong CRM documentation experience.

Responsibilities

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

Skills

Technical Support

CRM documentation

Structured diagnosis

English communication

Customer resolutions

Tools

CRM software

Job description

Pandr Outsourcing seeks a Technical Support Specialist to join the founding Philippine support team serving an Australian retailer of solar systems, batteries, and heat pumps.

You will focus on structured diagnosis, root-cause analysis, and ownership of cases, handling inbound calls and documenting in CRM while coordinating with installers and manufacturers to drive timely resolutions.