Customer Support Specialist (Tier II Financials)

Folsom Labs is a small, agile, profitable startup where you will make an immediate impact while shaping our product and culture for the future. We are located in the heart of San Francisco, providing competitive salary, full benefits, and flexible schedules. We believe that a sustainable culture is rooted in fairness and respect. We listen openly and lift each other up every day to create a workplace where diverse voices thrive. By empowering people, we can power the planet. Join us to build a clean energy future!
We are looking for a solar industry professional who is passionate about customers and userexperience. We delight customers by providing a great product and fantastic support. As aTechnical Support Specialist, you will be critical to our success by consistently satisfyingcustomer needs and concerns as the frontline of our support-focused business strategy. Youwill develop expertise in solar financial modeling and a deep knowledge of HelioScope bestpractices while assisting users as they develop some of the most exciting solar projects aroundthe world. Our ideal candidate is collaborative, curious, a quick learner and a supportiveteacher.

Responsibilities

• Assist users as they perform financials calculations including utility tariff analysis, interval calculations, and complex financial instruments

• Act as a customer interface for our product team by proactively identifying, testing, and verifying software issues, and synthesizing user feedback into clear issue reports

• Become a subject matter expert for one of the leading tools in the solar industry
• Develop industry-leading customer technical documentation and internal support knowledgebase.

Requirements

• 2+ years of solar industry experience
• Strong grounding in solar financing, incentives, and utility rate structures
• Proven track record supporting technical products for users ranging from beginner to expert

• Commitment to quality documentation
• Excellent communication skills and emotional intelligence to guide the team and our customers

• Comfortable with autonomy and ambiguity that comes with small, fast moving startups
• Able to join us for team-building events in our San Francisco office up to two weeks per quarter (post COVID-19)

We are at the nexus of an incredible amount of value in the solar industry. HelioScope is used by thousands of customers, ranging from mom and pop shops to the most respected solar brands around the world. We have a friendly team plus two office dogs, who would love to welcome another positive personality. If you’re quick witted and excited about the things you do, whether inside or outside of the office, you’ll easily fit in with the group.
Folsom Labs is committed to building diverse teams across the company and is an equal opportunity employer.