This is a remote position.

Level 1 Technical Support Representative (Solar Energy)

Remote | Philippines | Full-Time
PHP 35,000 - 45,000/month, negotiable
5:30 AM – 2:30 PM PHT (7:30 AM – 4:30 PM ACDT)
Long-Term Remote Role

If you’re 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 isn’t a role for a generic customer service agent waiting for instructions.

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

Why This Is a Dream Job

You’ll 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 team—meaning 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.
  

You’ll 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.

What You’ll Be Owning

This is a core technical helpdesk and triage role covering ticket resolution, remote troubleshooting, and manufacturer warranty tracking. You aren't just answering calls passively; you are organizing ticket context in a modern way—mastering product metrics across major brands to separate basic application connectivity blockers from deep hardware faults.

You’ll 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.
  

Requirements

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 2–4 years of experience in technical customer support, engineering customer service, or after-sales technical administration.
  

• Are High-Accountability: You don't 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?

What Success Looks Like

After 60–90 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.
  

Benefits

• Competitive monthly salary (PHP 35,000 - 50,000/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)
  

Final Word

If you’ve ever thought:

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

Let’s build long-term success — together.