- Customer Success (Intercom): You'll be the primary point of contact for our SaaS users. You won't just answer tickets; you'll help us take our Intercom usage to the next level—optimizing workflows, help articles, and automated sequences.
- Digital Content & Data Viz: You'll manage our Joomla CMS—tweaking article formatting and embedding the data tables and visualisations that our clients rely on.
- AI & Prompt Operations: We stay at the cutting edge. You'll help update and refine GPT prompts to ensure our internal and external outputs remain high-quality.
- Operations & "Sanity Checks": You'll perform regular checks on our data pipelines. We don't need a data scientist, but we do need someone who can look at a chart or a table and judge if it "looks sensible" before it goes live.
- SaaS & Intercom Experience: 2+ years in technical support. You should be able to demonstrate how you've used Intercom (or similar) to improve the customer experience.
- System Savvy: Practical experience with a CMS (ideally Joomla). Exposure to data, charts, and basic HTML formatting is highly valued.
- Process & Judgment: You find comfort in a checklist. You follow established workflows to the letter, but you have the judgment to know when to "figure it out" and when to flag an anomaly to the team.
- Fast Learner: You enjoy the challenge of picking up new software and AI tools (like GPT) quickly.
- Solar Interest: A basic understanding of (or a desire to learn about) solar power and battery systems.
- Communication: Clear, helpful, and professional—able to translate technical concepts for our global client base.
- Adaptability: You can switch from a support chat to a CMS formatting task without losing focus.
- Ownership: You take pride in "finishing" a task properly and ensuring data looks professional.
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IT Customer Technical Support - Philippines - SunWiz - Advisor to Solar Businesses
4 araw ang nakalipas
Paglalarawan
Industry: Solar Energy / SaaS / Business Intelligence
The Mission
SunWiz is the premier provider of strategic intelligence for the solar industry. While we are the "source of truth" for the Australian market, our impact is increasingly global, helping manufacturers, governments, and retailers worldwide navigate the transition to clean energy.
We are looking for a Technical Support & Operations Specialist to join our lean, high-impact team. This is a varied role for a fast learner who loves technology, enjoys helping people, and wants exposure to the data driving the renewables revolution.
The Role: What You'll Do
This is a hybrid role that blends customer success with digital operations:
Are You the Right Fit?
We are looking for a process-driven "Do-er" who fits these criteria:
Soft Skills
Why SunWiz?
You'll be working at the heart of the renewable energy transition with a team that has a growing international reputation. We offer a flexible environment where your initiative to improve our systems is encouraged and rewarded.
How to Apply (Vetting Task)
To help us see your process and judgment in action, please include a brief cover note answering:
1. Intercom Optimization: Beyond answering tickets, how have you taken Intercom (or a similar tool) "to the next level"? Specifically, tell us about a workflow, automation, or help-center structure you built that significantly reduced manual effort or improved the user experience.
2. Data & Visualisation "Sanity": A key part of this role is embedding charts and data tables into our CMS (Joomla). Tell us about a time you were preparing a report or a webpage and noticed a data point or a chart "looked wrong" (even if the system said it was "done"). How did you spot the error, and what did you do to fix it before the client saw it?
3. The "Rabbit Hole" vs. The "Flag": We value people who can figure things out, but we don't want you stuck in a "rabbit hole" for three hours on a task that should take 20 minutes. Describe a specific technical problem you encountered where you had to decide between continuing to troubleshoot solo or asking for help. What was your internal "timer" or criteria for making that call?
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