Off-Grid Solar Technical Support Specialist (Phone Support)
Quezon City, Metro Manila, Philippines
Customer Service / Technical Support / Call Centre
Full time
₱50,000 – ₱60,000 per month
About Us
Arizon Off Grid is a leading Australian distributor of Victron Energy products, specialising in off-grid and hybrid solar energy solutions.
We provide proven and reliable power system solutions to customers across Australia, China, Southeast Asia, and beyond, supported by strong technical knowledge and industry-leading customer service.
About the Role
We are looking for a Technical Support Specialist with strong communication skills, a logical approach to problem solving, and the confidence to assist customers over the phone and by email.
This is an office-based role located in our Quezon City office. The role is primarily focused on providing remote technical support for off-grid solar, battery, inverter, charging, and electrical system issues.
The role will also assist with receptionist-style phone duties, including answering incoming calls, identifying the customer’s needs, triaging enquiries, and directing calls or tickets to the correct team member when required.
This position supports our Australian customer base and operates on Australian business hours. The working schedule will be either 8:00am to 4:00pm or 9:00am to 5:00pm Australian time, depending on the assigned shift schedule.
The ideal person will be calm, organised, technically minded, and able to communicate clearly with both technical and non-technical customers.
Key Responsibilities- Answer incoming phone calls professionally and assist with general customer enquiries.
- Triage phone calls by identifying whether the enquiry relates to sales, technical support, warranty, order follow-up, or general administration.
- Direct calls or create support tickets for the appropriate team when the issue cannot be resolved immediately.
- Provide technical support to customers by phone and email using customer support software.
- Remotely troubleshoot common off-grid system issues involving AC chargers, DC/DC chargers, inverters, solar charge controllers, batteries, monitoring systems, and related electrical products.
- Collect key information from customers, including system details, photos, settings, error codes, serial numbers, data logs, and fault descriptions.
- Enter accurate information into the support system to allow cases to be diagnosed and followed up efficiently.
- Give customers clear step-by-step guidance and follow up with written instructions when needed.
- Write clean and useful ticket notes so other team members can easily understand the issue, actions taken, and next steps.
- Escalate complex technical cases with a clear summary, supporting information, and recommended next steps.
- Maintain and improve basic troubleshooting notes, call scripts, templates, and internal support guides to reduce repeat questions and improve response time.
- Support the wider team by helping ensure customer enquiries are acknowledged and directed quickly.
- At least 2 years’ experience in a technical support, customer support, helpdesk, call centre, or similar role.
- Excellent spoken and written English.
- Confident and professional phone manner.
- Able to stay calm and communicate clearly when dealing with frustrated or confused customers.
- Solid understanding of DC electrical systems.
- Good general technical troubleshooting ability.
- Strong computer skills and confidence using different types of software.
- Organised, detail-oriented, and able to write clear support notes.
- Able to work independently and manage follow-up tasks without constant supervision.
- Able to work from our Quezon City office.
- Able to work Australian business hours, with shifts scheduled as either 8:00am–4:00pm or 9:00am–5:00pm Australian time.
- Experience using customer support software such as Zendesk, Freshdesk, HubSpot, Intercom, or similar.
- Knowledge of Victron Energy products.
- Experience with off-grid solar, battery, caravan, marine, RV, or backup power systems.
- Ability to read or interpret wiring diagrams, schematics, data logs, and system settings.
- Previous experience in phone triage, receptionist duties, dispatching calls, or frontline customer service.
- Experience supporting customers remotely across different countries or time zones.
- Office-based role in Quezon City, working as part of our Philippines support team.
- Support Australian customers during Australian business hours.
- Work with some of the leading products in the renewable energy and off-grid power industry.
- Receive ongoing product and technical training.
- Be part of a friendly and growing international company.
- Join a practical, hands-on team where good communication and problem solving are valued.
- Opportunity to develop deeper technical knowledge in solar, battery, inverter, and off-grid power systems.
How to Apply
Interested applicants are welcome to submit their application through JobStreet.
Please include your resume and a short cover letter outlining your technical support experience, phone support experience, and any exposure you have to electrical, solar, battery, inverter, or off-grid power systems.