Customer Support Specialist - Wave 01

We’re looking for a Customer Support Specialist to support U.S. residential solar customers through inbound voice (primary) and email (secondary) channels. In this role, you’ll manage customer interactions end‑to‑end—from case creation in Salesforce to resolution, scheduling, and follow‑up. 

You’ll handle performance inquiries, billing questions, and service requests such as leaks, outages, maintenance, and appointment coordination. Success in this role requires strong communication skills, efficient call handling, and the ability to explain technical information in clear, simple terms to deliver a positive customer experience. 

What will you do as a Customer Support Specialist 

• Handle inbound voice calls and email inquiries from U.S.-based residential solar customers during standard business hours.  

• Create, update, and resolve cases in Salesforce with complete, accurate, and audit-ready documentation.  

• Assess incoming contacts, determine intent, and appropriately route or escalate complex technical issues to specialized support queues.  

• Address performance-related inquiries with empathy, providing clear and easy-to-understand explanations of solar system behavior.  

• Coordinate service appointments for leaks, outages, and routine maintenance while setting clear expectations on timelines and next steps.  

• Resolve billing inquiries, payment updates, and account-level concerns within assigned authority limits.  

• Educate customers on solar system functionality, monitoring applications, and expected seasonal performance to help reduce repeat contacts.  

• Meet or exceed established SLAs, including call response time, first-call resolution, CSAT, and case data accuracy.  

• Actively participate in daily huddles, weekly coaching sessions, and monthly calibration reviews.  

• Proactively identify and flag recurring issues, knowledge-base gaps, and potential false-positive trends to the Team Lead to support continuous playbook improvement. 

What We're Looking For 

• At least 1–2 years of customer service experience in a voice-based contact center environment.  

• High school diploma required; completion of some college coursework or a technical/vocational certification is preferred.  

• Excellent spoken and written English (university-bilingual proficiency) with a clear, neutral accent appropriate for U.S. customers.  

• Prior experience using a CRM platform; Salesforce Lightning experience is an advantage.  

• Comfortable working with contact center telephony systems; experience with Amazon Connect is a plus.  

• Proven ability and availability to work U.S. business-hour shifts from the Philippines. 

What We Offer 
ClearSource offers a competitive salary as well as opportunities for career growth and professional development. We have an inclusive culture that values diversity and the contributions our employees make to the organization’s success. 
We also offer: 

• Competitive salary – Get paid for doing what you love! 

• Medical and dental insurance (with free dependent coverage!). 

• Group life insurance for peace of mind. 

• Paid time off (PTO) – Because work-life balance matters. 

• Outstanding career growth opportunities – Learn, advance, and develop your career. 

• A fun, innovative, and energetic team culture – Be part of a company that values its employees 

• Skills and leadership development to help you reach your full potential. 

• Free meal for onsite employees 

 
At ClearSource, our mission is simple: Making Lives Better—for our employees, our clients, and their customers. Our culture is built on a strong foundation of core values that shape everything we do: 

• Customer First – We are obsessed with delivering an exceptional customer experience. 

• Personal Accountability – We do the right thing and own our actions. 

• Humble Courage – We embrace feedback, seek growth, and push ourselves to improve. 

• Hungry – We bring passion, energy, and drive to everything we do. 

• Happy & Healthy – We believe in balance, well-being, and a positive workplace. 

If these values resonate with you, this is your chance to join a fast-growing, high-performing team! 

Office Address: 10th Floor Rockwell Business Center, Tower 1, Ortigas Avenue, Pasig City