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
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