About the Role Type of Support: Omnichannel (Email, chat, phone, social media) Contract Duration: Permanent Work Type and Location: Hybrid, Metro Manila Target Start Date: May 2025

About The Role

We are looking for a Technical Support Specialist to join our team. This person will provide assistance to customers with technical issues related to residential electrical configurations and home electrification technologies in the U.S. market. This includes EV charger installations, lithium-ion home battery systems, and other electrification products.

The role is crucial in ensuring customer satisfaction by resolving problems efficiently and providing excellent service. The ideal candidate must have a technical background, solid analytical skills, and proven problem-solving experience. He/she will use interpersonal skills to communicate with customers and provide solutions to their technical problems quickly and professionally.

What You'll Do

• Provide technical assistance to customers via email, chat, and phone, troubleshooting hardware, software, and electrification issues.
• Diagnose, document, and resolve technical problems, escalating complex issues to field support teams as needed.
• Guide users through remote troubleshooting steps and provide clear, concise solutions related to residential electrical systems.
• Interpret panel photos, load calculations, and NEC compliance issues to identify and resolve potential incompatibilities.
• Monitor through cloud-based tools and proactively address potential issues with residential electrification products.
• Collaborate with cross-functional teams, including engineering, product, and operations, to enhance platform reliability and ensure smooth installation processes.
• Assist businesses with API integrations, EV charger installations, and battery storage compatibility with main panel configurations.
• Maintain up-to-date knowledge of product updates, new features, U.S. permitting standards, and industry trends.
• Contribute to technical documentation and self-service support materials to improve customer satisfaction and issue resolution times.

What We Expect From You

• 2 years of previous experience in technical support or a related field, preferably in electrification or solar industries.
• Proficiency in troubleshooting software, hardware, and network problems related to residential electrification systems.
• Familiarity with U.S. standard voltage configurations (120/240V split-phase systems) and NEC compliance.
• Experience with EV charger requirements (e.g., NEMA 14-50, 40A-60A circuits) and lithium-ion home battery solutions (e.g., Tesla Powerwall).
• Strong communication and problem-solving skills, with the ability to explain technical concepts to non-technical individuals.
• Familiarity with ticketing systems (e.g., Zendesk, HubSpot) and remote support tools.
• Experience handling client data securely, ensuring data integrity and compliance with privacy standards.
• Ability to work independently and in a team environment, collaborating with electricians, project managers, and U.S.-based specialists.

What You'll Get in Return

• Hybrid workplace depending on the partner, role, management, and/or personal workspace.
• Overtime available if applicable.
• Full-time employment with competitive compensation based on experience.
• A dedicated wellness program, including support from an in-house psychologist.
• Attractive benefits package including medical, dental, and vision options based on location.
• Access to free posture-based fitness workouts from home.
• Paid Sabbatical Leave.
• Training opportunities provided by PartnerHero and outside entities.
• 1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development.

Company Culture Is At Our Core

Our core values bring intention to our work and set the tone for our culture. From the partners we serve to the associates who work with us, we share a set of core values that guide our actions:

• Care for others: Cooperate, empathize, and seek opportunities to put each other first.
• Embrace growth: Expand your mind by taking calculated risks, developing your skills, and staying open to change.
• Manifest trust: Trust is the bond that allows us to work at our highest levels, as members of a team, in a unified direction. It is continuously earned by delivering on our commitments.
• Take ownership: Doing the right thing should come naturally.
• Be humble: Seek guidance, receive feedback, ask questions, and listen to your colleagues.