Offshore Customer Service Representative – Level 2 Tech Support

Redback Technologies; Manila; On-site; PHP 670,000 - 1,116,000; Full time

Job summary

Redback Technologies is seeking an Offshore Customer Service Representative – Level 2 Technical Support to join our global team. You will be the first point of contact for customers requiring assistance with solar inverters, battery storage systems, and related products, working with the Australian Customer Service team to ensure a smooth experience for our customers.

You will diagnose and troubleshoot technical issues, guide customers through solutions, log interactions in the CRM, and escalate

Qualifications

• 2+ years in technical customer service support in renewable energy industry.
• Experience with solar, inverter/battery systems.
• Excellent verbal and written English.
• Understanding of electrical systems, inverters, and battery storage.
• Organised, proactive and able to manage multiple tasks.
• Strong teamwork and communication skills.

Responsibilities

• Respond promptly and professionally to customer inquiries via phone, email, and chat.
• Identify customer needs, guide them through product features, and recommend suitable solutions.
• Provide high level technical support to homeowners, installers, and partners.
• Follow up on open cases to ensure timely resolution and customer satisfaction.
• Troubleshoot issues involving inverters, battery systems, system monitoring, and electrical/IT faults.
• Walk customers through problem-solving steps using established protocols.
• Conduct diagnosis, provide solutions, and elevate complex issues to R&D team when needed.
• Educate customers on preventive measures, system maintenance, and best practices.
• Log all customer interactions, diagnostics, and resolutions accurately in the CRM/ticketing system.
• Maintain up-to-date knowledge of product features, updates, and enhancements.

Skills

Customer service

Technical troubleshooting

English communication

Problem solving

Organization

Multitasking

Teamwork

Proactive mindset

Renewable energy experience

Education

Bachelor's degree in Electrical Engineering

Tools

CRM systems

Job description

Offshore Customer Service Representative – Level 2 Tech Support

We are looking for Offshore Customer Service Representatives – Level 2 Technical Support who will serve as the first point of contact for customers requiring assistance with solar inverters, battery storage systems, and related products. This role suits someone who is customer-focused, fast-learning, proactive, and able to understand, diagnose and troubleshoot technical issues. You will work closely with Australian Customer Service team to deliver a smooth and positive experience for our customers.

Key responsibilities

Respond promptly and professionally to customer inquiries via phone, email, and chat

Identify customer needs, guide them through product features, and recommend suitable solutions

Provide high level technical support to homeowners, installers, and partners

Follow up on open cases to ensure timely resolution and customer satisfaction

Troubleshoot issues involving inverters, battery systems, system monitoring, and electrical/IT faults

Walk customers through problem-solving steps using established protocols

Conduct diagnosis, provide solutions, and elevate complex issues to R&D team when needed

Educate customers on preventive measures, system maintenance, and best practices

Log all customer interactions, diagnostics, and resolutions accurately in the CRM/ticketing system

Maintain up-to-date knowledge of product features, updates, and enhancements

About you

Bachelor's degree in Electrical Engineering, Renewable Energy, or related field

Understanding of electrical systems, inverters, and battery storage

Experience with CRM or ticketing systems

Excellent verbal and written English

Strong problem-solving mindset with attention to detail

Organised, proactive, and able to manage multiple tasks

Strong teamwork and communication skills

2+ years of experience in technical customer service support in renewable energy industry

Experience in solar, renewable energy, electrical, or inverter/battery systems

About us

Redback Technologies, founded in 2015 and based in Brisbane Australia, delivers advanced solar solutions for residential users. We are a dynamic and fast-growing solar and battery company on a mission to empower Australian households to reduce energy costs and embrace clean, sustainable power. With premium products, expert support, and a streamlined sales process, we make the switch to solar simple, affordable and rewarding, and support Australia's renewable energy goals.