Tech Support Specialist II

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Oversee the performance of systems within Palmetto’s residential solar portfolio.

• Actively detect underperforming or non-operational systems utilizing alerting and diagnostic tools.

• Assess and investigate service requests to determine the most suitable troubleshooting approaches.

• Carry out remote troubleshooting tasks, including inverter resets and communication diagnostics.

• Assist homeowners in understanding necessary actions and clearly explain issues with empathy.

• Aim to maximize resolutions remotely while reducing unnecessary on-site visits.

• Record troubleshooting procedures, findings, and results in Salesforce.

• Elevate unresolved or complex matters to Service Project Coordinators.

• Organize and prioritize service queues in accordance with established SLA timelines.

• Recognize trends, recurring problems, and failure patterns.

• Collaborate with the Service Operations, Product, and Engineering teams.

• Engage in root cause analysis and initiatives for continuous improvement.

• Report directly to the Service Operations Team Lead.

⛳️ Requirements

• A minimum of 2 years' experience in technical support, customer support, or operations in a high-volume setting.

• Required experience in residential solar, electrical systems, or field service environments.

• Excellent troubleshooting and problem-solving abilities.

• Capability to diagnose issues through data analysis and structured thinking.

• Quick learner adept at navigating monitoring platforms, CRM systems, and technical tools.

• Strong communication skills for conveying technical concepts to non-technical clients.

• High attention to detail in documenting cases, troubleshooting steps, and results.

• Ability to handle multiple cases at once while upholding SLA performance.

• Proactive, resourceful, and comfortable working in a fast-paced, dynamic environment.

• Salesforce experience is preferred.

• Bachelor's degree (BS/BA) is preferred.

• Proficiency in Spanish is an advantage.

• Employment is contingent upon the successful completion of a background check.

🏝️ Benefits

• Unlimited PTO.

• Medical coverage.

• Dental coverage.

• Vision coverage.

• Paid parental leave.

• Retirement plans.

• Opportunities for talent development and career advancement.

• Culture of promoting from within.

• Purpose-driven work.