Posted - March 16, 2026
Technical Service Specialist
- Clark, Pampanga, PH
- Full time | Work From Home
- Day Shift | 6:00 AM - 3:00 PM
Job Description
We are seeking a highly capable Technical Service Specialist to support our customers with solar, battery and energy system enquiries. This role requires someone who can combine strong technical reasoning with excellent communication skills. The successful candidate will be responsible for helping customers understand issues, diagnosing problems logically, coordinating solutions internally, and ensuring that each issue is followed through to resolution.
We are looking for individuals who are smart, articulate, structured in their thinking, and motivated to solve problems for customers.
Key Responsibilities:
Customer Support and Technical Problem Solving
- Manage assigned workload and customer experience, requiring technical analysis of customer problems to identify and deliver solutions. Some issues may be straightforward, while others may be more complex and require deeper investigation.
- Respond to customer enquiries relating to solar, battery and monitoring systems.
- Clearly explain technical issues to customers in simple and professional language.
- Guide customers through troubleshooting steps where appropriate.
- Maintain a high standard of empathy and professionalism in all interactions.
Service Ticket Management
- Efficient handling and triage of general and specialised service tickets, resolving queries where possible and escalating when required.
- Manage and resolve technical and performance-based service tickets.
- Take ownership of customer issues from initial enquiry through to resolution.
- Ensure the resolution of customer service tickets in a timely and structured manner.
- Ensure service request forms are sent to the relevant installer or electrician and assigned to the scheduler where required.
Client & Contractual Requirements
- Review and ensure compliance with client-specific requirements, including security, data protection, and operational controls.
- Support onboarding of new clients by assessing compliance and risk requirements.
- Respond to client due diligence questionnaires, security assessments, and compliance reviews.
Systems and Process Management
- Maintain an accurate and comprehensive document management system (House File).
- Ensure the CRM system (HubSpot – Member Services Ticket Pipeline) is accurate and all critical fields are completed.
- Ensure deals move smoothly through the Member Services Pipeline through to resolution, with all tickets properly updated and managed.
- Respond to queries from internal team members regarding the status of service tickets.
Continuous Improvement
- Identify recurring issues and provide feedback to improve systems and processes.
- Assist in identifying opportunities for continuous improvement and innovation within the team.
- Contribute to internal knowledge bases and troubleshooting guides where appropriate.
Qualifications & Requirements:
- We are particularly interested in candidates with degrees in: (Industrial Engineering, Electronics & Communications Engineering or Management Engineering)
- Excellent spoken and written English.
- Strong analytical and problem-solving ability.
- Ability to explain technical topics clearly to non-technical customers.
- Highly organised and structured in approach.
- Customer-focused mindset with strong ownership of outcomes.
- Professional, calm and solution-oriented communication style.
- Ability to work independently in a remote team environment.
