Customer Support Specialist (Tier III 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’re looking for an experienced solar industry professional who is passionate about customers and user experience. You will support our users as they perform detailed financial analyses of solar arrays for residential and commercial customers. You will assist our product and engineering teams by providing relevant updates on our userbase, how they are evolving and issues impacting them. Our ideal candidate is collaborative, curious, a quick learner and a supportive teacher.

Responsibilities

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

• Train, support, and mentor junior support team members as they grow into higher tiers and other roles

• Develop industry-leading technical documentation
• Act as a primary customer interface for product team by identifying and diagnosing issues and synthesize user feedback
• Become a subject matter expert for one of the leading tools in the solar industry

• Define and implement process improvements based on team and customer metrics

Requirements

• 3+ 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.