Duties and Responsibilities

·  Manage inbound and outbound communication from and to customers (Phone, Email, Webforms, and Chat)

·  Work in Cavite Global Hub on rotating schedules which will cover overnights and weekends

·  Solve Cases requiring in-depth troubleshooting assistance and cases where customer is requiring resolution for suspected bug(s).

·  Understand and follow the customer complex solutions through situation and environmental evaluation (Solar and SE Home Architecture) then be able to propose and configure all functions according to the customer application

·  Handle Escalations from Primary support & Internal Technical Teams, about applications issues, product configuration issues, product compatibility issues; escalate to expert support (Level three) and engineering on time

·  Maintain the work environment, laboratory equipment and tools at the best level to be able to simulate, replicate and understand reported customer escalations

·  Work closely with all teams in the technical support scope\: Primary and Expert support team, Internal Technical and Services Teams and Business Unit during case life cycle time until it is successfully resolved from a customer point of view. Communicate effectively, collect all necessary information in case of escalation to Expert or Engineering team is necessary.

·  Understand and explain the source of problem and evaluate its impact and the mitigation actions

·  Manage Return Merchandise Authorization and reimbursement process and inquiries

·  Complete documentation and follow up on all commitments and customer details using Customer Relationship Management Tool

·  Collaborate with country Offer Marketing on new product launches;

·  Participate in various Technical & Customer Service & Sales Training Courses as required

·  Propose, create and publish Technical Articles,  FAQs and Video FAQs from handled cases

·  Communicate and share knowledge with other Level two engineers as well as Primary Support.

·  Occasionally provide technical trainings to primary technical support engineers and customers

·  Proactively participate on process improvement and engagement projects