Job Application Code: 003779 (add this to the application form)
Shift: Indian Standard Time: Monday to Saturday 8am – 6pm (1 hour unpaid break), alternating between two VAs (10:30am – 8:30pm PH time)
Role Overview:
This role provides first-level after-sales and technical support for solar energy products. The focus is on monitoring systems, responding quickly to issues, troubleshooting basic problems, and coordinating with the China-based manufacturing team.
Reports to: Founder / Operations Lead
Working Hours: Full-time preferred. Availability to respond quickly to issues is critical
Location: Philippines or Vietnam preferred
Communication: Whatsapp / WeChat
Key Responsibilities
- Monitor solar power units via online portals and Wi-Fi enabled systems
- Provide first-level troubleshooting when issues occur
- Respond promptly to customer enquiries, particularly during power outages
- Liaise with China-based technical teams to diagnose and resolve issues
- Communicate clearly with customers throughout the support process
- Log issues, actions taken and outcomes for internal tracking
- Assist with basic technical portal tasks such as access, certificates and system checks
- Escalate complex issues when required
Tools and Platforms:
- Online monitoring portals
- Internal documentation and issue tracking tools
- Communication tools (email, chat, calls)
Key Skills Required:
- Strong technical aptitude and problem-solving skills
- Clear spoken and written English
- Calm and responsive under pressure
- Ability to follow processes and troubleshoot systematically
Nice to Have:
- Background in electrical engineering or technical support
- Experience working with manufacturers or suppliers
- Mandarin or Chinese language skills (“Nice to have”)
Team Structure:
- Start with 1 VA
- Scale to 2–3 VAs as volume increases
KPIs:
- Response time to technical issues
- Resolution time
- Customer satisfaction and clarity of communication
- Accuracy of issue logging and follow-up
Tool:
- Training on the 3rd party tool
Training:
- Online Training (Product Training)
- Training in China
- Three to Four Weeks Duration (Estimate)
Key Attributes:
- Proactive
- High level of attention to detail
- Strong communication skills in both written and verbal
- Highly Organised
- Works well in any team environment
- Reliable – can work autonomously
Minimum Technical Requirements:
Internet Speed: Download: Minimum 50MBPS, Upload: Minimum 20MBPS (will be checked live during your Zoom interview)
Computer Specs: 16GB RAM computer (Windows OS or M1/M2 Mac).
Back up internet (a MUST): Fast internet and Mobile Data (Personal Hotspot)
How to submit your application:
Make sure to attach and submit the following in our VA Application Form:
- Link to Intro Video
- Updated Resume
- Profile image file
- Link to portfolio
Recruitment Steps
Virtual Assistant Activities
