Posted - June 01, 2026
Customer Support Officer (L1)
- Clark, Pampanga, PH
- Full time | WFH
- Day Shift | 8:00 AM - 5:00 PM
Job Description:
The Level 1 Customer Support Officer is responsible for delivering high-quality customer service by managing service requests, providing basic troubleshooting support, and ensuring efficient coordination of service activities. This role acts as the first point of contact for customers, ensuring all issues are accurately logged, prioritized, and progressed through to resolution with a strong focus on customer experience.
Key Responsibilities:
Customer Service & First-Level Support:
- Serve as the primary contact for customer queries, service requests, and complaints.
- Provide basic troubleshooting support (e.g., inverter resets, connectivity checks) and guide customers using simple, clear instructions.
- Maintain professional, empathetic, and solution-focused communication at all times.
- Follow up on open tickets and keep customers informed of progress and next steps.
- Proactively monitor and assist in maintaining system performance (e.g., tracking offline systems).
Ticket Management & Coordination
- Log, triage, and prioritise service tickets in the CRM system.
- Ensure tickets are accurately categorized and progressed efficiently through to resolution.
- Prepare detailed service request forms for escalation to technical teams when required.
- Coordinate with installers, electricians, and internal teams to schedule service jobs.
- Manage service bookings calendar and ensure timely scheduling.
CRM & Documentation Management
- Maintain accurate and complete records in CRM (HubSpot – Member Services Pipeline).
- Ensure all required fields, notes, and updates are consistently recorded.
- Prepare detailed service request forms for escalation to technical teams when required.
- Manage customer documentation, including house files and service records.
- Track ticket movement and ensure timely updates and closure.
Administrative & Operational Support
- Support technical and operations teams with administrative requirements.
- Ensure service documentation (e.g., Formbay, Bridgeselect) is complete and verified.
- Liaise with customers and installers for required information and documentation.
- Manage customer documentation, including house files and service records.
- Respond to internal queries regarding ticket status and service updates.
Team Collaboration & Continuous Improvement
- Work closely with customer service, operations, and technical teams to ensure smooth workflows.
- Identify recurring issues and provide feedback to improve processes and customer experience.
- Contribute to maintaining service standards, KPIs, and operational efficiency.
Qualifications & Requirements:
- Strong communication skills (spoken and written English).
- Customer-focused with high empathy and professionalism.
- Highly organized with strong attention to detail.
- Ability to manage multiple tasks in a fast-paced environment.
- Basic technical aptitude and willingness to learn solar/energy systems.
- Proactive, reliable, and team-oriented.
- Background in Engineering, Business, or related fields (advantage but not required).
- Experience in customer service, call center, or support roles.
- Familiarity with CRM systems (e.g., HubSpot) is a plus.
