Solar Technical Support Associate/Specialist
about 3 years ago
Full time role
Job Description
About Omnidian
Our Purpose:To be the global leader in performance assurance for IoT-enabled distributed energy assets.
Our Mission: We protect and accelerate investments in clean energy through passionate teams, innovative technology and an amazing customer experience
Our Vision: Your partner for a sustainable future
Our Track Record:Our proprietary technology monitors your system 24/7, covers maintenance for all hardware and software components, and includes the industry’s leading Cash-Back Energy Guarantee. If your system under-performs, we’ll make it right, and compensate you for energy lost.
The award-winning Solar Experts in our Seattle Operations Center are available toll-free and have live, real-time access to your solar performance data. Today, we are responsible for over 200,000 solar assets nationwide including the large-scale portfolios of our Fortune 1000 clients. And, we’ve been named one of the Top 100 Companies To Work For by Seattle Business Magazine for three years running.
Technical Support Associate/Specialist
Job SummaryThe Technical Support Associate or Specialist will help Omnidian deliver a fantastic customer experience so that we can provide peace of mind to current homeowners and create a model for solar to become fully mainstream in America. We call that Solar Without Fear.
LocationWe are headquartered in Seattle, WA, and we have current employees (and are open to hiring more) in the following states:- Washington- California- Arizona- Colorado- Idaho- Nevada- Kansas- Missouri- New Jersey- Michigan- Vermont- New Hampshire
We don't plan on expanding to additional states for this role.
TimingWe completed our last round of hiring in mid-February. However, based on our overall company growth and internal promotions, we typically need someone in this role every 2-6 months. We'd love to start the conversation now and keep you updated on our need if you're a great fit.
What You’ll DoAt Omnidian we believe in trust and autonomy. How you create an impact is ultimately up to you. Here is an outline of some of the things you’ll be doing: 50% On Phones· Receive inbound phone calls using Zendesk Talk that are transferred to you from our Tier 1 Associates or make scheduled and non-scheduled outbound phone calls. Answer their technical questions, troubleshoot solar systems remotely, dispatch field service technicians as needed.· Between phone calls, respond to or action tickets that have been escalated to Tier 250% Off Phones· Follow up on open tickets, working with homeowners, field service partners, and internal managers to come to win-win solutions· Improve our processes through self-directed and collaborative projects· Engage in ongoing training and mentoring to increase your knowledge of our business model
Experience You’ll Need· For the Technical Support Specialist position, we are looking for candidates with 2+ years of solar experience or knowledge (e.g. technical support role, field service role, technical coursework, solar certificate, or other relevant experience). · For the Technical Support Associate position, we are looking for candidates with 6+ months solar experience or knowledge· If you have experience with customer support, IT, troubleshooting etc but no solar experience, please consider our Customer Support Associate position as a way to switch into the solar field.· We welcome candidates from a variety of backgrounds. Most candidates have 6 or more total years of work experience, education, or service.
When You'll Work· Omnidian's current business hours are Monday through Friday 7a to 5p Pacific Time· We need more support in the early hours than the afternoon, but you will work collaboratively with your colleagues to determine your exact schedule and phone shifts to ensure we meet the company's needs, homeowners' needs, your colleague's needs and your own needs· We trust our employees to get work done wherever and whenever works best. We're fully remote during the pandemic, and even our Seattle team members worked from home 1-2 days per week pre-COVID.
Languages You Speak· We have many Spanish-speaking customers, so we native-level fluency in Spanish is a major plus· We have occasional Korean- and Mandarin-speaking customers, so that would be a minor plus
Who You AreOur team members have unbounded enthusiasm for making a difference. In addition to representing Omnidian’s mission and values, you possess the following skills:· You are committed to providing an exceptional customer experience· You seek to understand other’s point of view· You can deliver tough news clearly and compassionately· You enjoy stability and strive for mastery in a job· Your written and verbal communication is clear, concise and articulate. You take detailed and efficient notes· You proactively identify process improvement opportunities with a bias for action· You can balance the voice of the customer while balancing the financial impact to the organization
We strongly believe that diversity of experience, perspectives, and background will lead to a better environment for our employees and a better product for our customers. We are committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. We value diversity and inclusion and are committed to ensuring our hiring and retention practices as well as our office culture reflects this value.
Omnidian is an equal opportunity employer. We are committed to diversity in the workplace. We make employment decisions on the basis of merit and business need. We hire without consideration to age, ancestry, citizenship, disability, gender expression, gender identity, marital status, national origin, political activity or affiliation, race, religion, sexual orientation, veteran status, or any other basis protected by law.
Our Purpose:To be the global leader in performance assurance for IoT-enabled distributed energy assets.
Our Mission: We protect and accelerate investments in clean energy through passionate teams, innovative technology and an amazing customer experience
Our Vision: Your partner for a sustainable future
Our Track Record:Our proprietary technology monitors your system 24/7, covers maintenance for all hardware and software components, and includes the industry’s leading Cash-Back Energy Guarantee. If your system under-performs, we’ll make it right, and compensate you for energy lost.
The award-winning Solar Experts in our Seattle Operations Center are available toll-free and have live, real-time access to your solar performance data. Today, we are responsible for over 200,000 solar assets nationwide including the large-scale portfolios of our Fortune 1000 clients. And, we’ve been named one of the Top 100 Companies To Work For by Seattle Business Magazine for three years running.
Technical Support Associate/Specialist
Job SummaryThe Technical Support Associate or Specialist will help Omnidian deliver a fantastic customer experience so that we can provide peace of mind to current homeowners and create a model for solar to become fully mainstream in America. We call that Solar Without Fear.
LocationWe are headquartered in Seattle, WA, and we have current employees (and are open to hiring more) in the following states:- Washington- California- Arizona- Colorado- Idaho- Nevada- Kansas- Missouri- New Jersey- Michigan- Vermont- New Hampshire
We don't plan on expanding to additional states for this role.
TimingWe completed our last round of hiring in mid-February. However, based on our overall company growth and internal promotions, we typically need someone in this role every 2-6 months. We'd love to start the conversation now and keep you updated on our need if you're a great fit.
What You’ll DoAt Omnidian we believe in trust and autonomy. How you create an impact is ultimately up to you. Here is an outline of some of the things you’ll be doing: 50% On Phones· Receive inbound phone calls using Zendesk Talk that are transferred to you from our Tier 1 Associates or make scheduled and non-scheduled outbound phone calls. Answer their technical questions, troubleshoot solar systems remotely, dispatch field service technicians as needed.· Between phone calls, respond to or action tickets that have been escalated to Tier 250% Off Phones· Follow up on open tickets, working with homeowners, field service partners, and internal managers to come to win-win solutions· Improve our processes through self-directed and collaborative projects· Engage in ongoing training and mentoring to increase your knowledge of our business model
Experience You’ll Need· For the Technical Support Specialist position, we are looking for candidates with 2+ years of solar experience or knowledge (e.g. technical support role, field service role, technical coursework, solar certificate, or other relevant experience). · For the Technical Support Associate position, we are looking for candidates with 6+ months solar experience or knowledge· If you have experience with customer support, IT, troubleshooting etc but no solar experience, please consider our Customer Support Associate position as a way to switch into the solar field.· We welcome candidates from a variety of backgrounds. Most candidates have 6 or more total years of work experience, education, or service.
When You'll Work· Omnidian's current business hours are Monday through Friday 7a to 5p Pacific Time· We need more support in the early hours than the afternoon, but you will work collaboratively with your colleagues to determine your exact schedule and phone shifts to ensure we meet the company's needs, homeowners' needs, your colleague's needs and your own needs· We trust our employees to get work done wherever and whenever works best. We're fully remote during the pandemic, and even our Seattle team members worked from home 1-2 days per week pre-COVID.
Languages You Speak· We have many Spanish-speaking customers, so we native-level fluency in Spanish is a major plus· We have occasional Korean- and Mandarin-speaking customers, so that would be a minor plus
Who You AreOur team members have unbounded enthusiasm for making a difference. In addition to representing Omnidian’s mission and values, you possess the following skills:· You are committed to providing an exceptional customer experience· You seek to understand other’s point of view· You can deliver tough news clearly and compassionately· You enjoy stability and strive for mastery in a job· Your written and verbal communication is clear, concise and articulate. You take detailed and efficient notes· You proactively identify process improvement opportunities with a bias for action· You can balance the voice of the customer while balancing the financial impact to the organization
We strongly believe that diversity of experience, perspectives, and background will lead to a better environment for our employees and a better product for our customers. We are committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. We value diversity and inclusion and are committed to ensuring our hiring and retention practices as well as our office culture reflects this value.
Omnidian is an equal opportunity employer. We are committed to diversity in the workplace. We make employment decisions on the basis of merit and business need. We hire without consideration to age, ancestry, citizenship, disability, gender expression, gender identity, marital status, national origin, political activity or affiliation, race, religion, sexual orientation, veteran status, or any other basis protected by law.
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