Senior Technical Support Engineer

Overview

Looking for full-time work (8 hours/day)

at $7.00/hour ($1,232.00/month)

Bachelors degree

Last Active

April 27th, 2024 (13 days ago)

Member Since

May 23rd, 2023

Profile Description

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I am Ma. Upgrade to see actual info Upgrade to see actual info N. Upgrade to see actual info and I graduated last 2016 with a Bachelor's degree in Chemical Engineering.

Prior to working on a corporate set-up, I used to be a review instructor for students who were taking the high school and college entrance exams. I taught Math and Science review classes from February 2016 to December 2016. Up until 2018, I was doing private tutorials and had one 2nd year Engineering student who I was teaching Engineering Math to.

On November 2018, I was hired by SunPower as a Technical Support Engineer where I worked for 4.5 years. During my first year, I mainly supported inbound calls and assisted dealers in troubleshooting onsite and remotely. I also provided secondary support via emails. On my second year, I was transferred to the Outbound Team which mainly provided support for back-end processes. Half a year later, I was promoted as a senior engineer and assisted in multiple escalations.

I was designated as the Technical Support Project Manager for a 2022 year-long project aimed at improving the company's KPI. My main tasks were to extract and analyze data from all technical-related cases logged into our database, generate a weekly report and lead a presentation for our stakeholders. Data were updated daily and were discussed during weekly meetings.

Aside from this project, I was designated as the case manager and POC for a number of our priority dealers and subcontractors. Weekly report generation and meetings were conducted. During meetings, we made sure to discuss the escalated issues since our goal was to drive case closure within a target SLA. All points of concern and improvement gathered from our dealers and subcontractors were discussed during a biweekly huddle within our team. If there were urgent concerns, meetings were set right away.

I was also assigned as the main support of the Technical Support mailbox which receives 50-60 emails on a daily average. These emails come from all channels— internal SunPower teams, dealers, subcontractors, customers. With an SLA of 2 business days, my main task was to make sure that all were attended to in a timely manner. This included updating all service requests logged in our database
which were linked to these emails.

Aside from the technical aspect, I also provided support to our customers— basic system inquiry, remote troubleshooting, escalations. These were carried out via emails and calls. I also did system data analysis if requested by customer. For non-technical concerns, I coordinate it to the correct department for assistance.                                                                                                      Currently, I am working as an Assistant Sales and Design Engineer at Renvu. My role is mainly focused on the sales aspect of the solar industry by providing assistance on the system design and generating quotes for solar equipment orders. I also do administrative work such as responding to customers' general and technical inquiries and updating the technical information of the products found on our website.