Offshore Solar Tech Support – Inverter & Battery Systems

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

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