About the Role
Title: Technical Solar Expert
(Bilingual in Spanish)
Location: Remote
Type: Full-time
Workplace: remote
Category: Team Love
Job Description:
About Omnidian
Omnidian is building a more sustainable future for the planet. We assure that IoT-enabled distributed energy assets perform at their best through our passionate teams, our innovative technology, and by creating an amazing customer experience. We’re a well-funded, growth-stage, B Corps certified company offering the potential for enormous impact, both on our products and on the world.
We are headquartered in Seattle, but are open to remote location depending on role and if a candidate resides in a state we currently employ in.
The Job
The Technical Solar Expert will help Omnidian deliver a fantastic customer experience by handling both Tier 1 and Tier 2 support responsibilities. This role combines customer service and technical troubleshooting to provide peace of mind to current homeowners and promote solar energy as a mainstream choice in America. We call that Solar Without Fear.
We are looking for a candidate who can work with both our English and our Spanish-speaking customers.
What You’ll Do
- At 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:
Customer Interaction (50%)
- Handle inbound and outbound phone calls, emails, and chat messages. Provide answers to both basic and technical questions about solar systems.
- Troubleshoot solar systems remotely, using your technical knowledge to diagnose and resolve issues.
- Decide when to submit a case to our dispatch team or to our client-facing team for additional action or remediation
Technical Support (50%)
- Own follow up on open tickets, working with homeowners, field service partners, and internal managers to find win-win solutions.
- Improve our processes through self-directed and collaborative projects, identifying areas for enhancement in both customer service and technical support.
- Engage in ongoing training and mentoring to increase your knowledge of our business model and technical systems.
Omnidian’s main business hours are Monday through Friday, 7a to 5p Pacific Time. As our company grows, we aim to provide customer support during weekend hours, potentially leading to working hours any day from Monday-Sunday, 9-5:30 PST. We will strive to form steady schedules and ensure that team members receive two days off per week.
Who You Are
- You are committed to providing an exceptional customer experience.
- You seek to understand others’ points 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 with the financial impact on the organization.
Experience You’ll Need
- Associate: 6+ months of solar experience or 2+ years of IT or Technical Troubleshooting or 5+ years of customer support experience
- Specialist: 2+ years of solar experience (e.g., technical support role, field service role, technical coursework, solar certificate, or other relevant experience)
- Ability to communicate with customers in Spanish via phone and email.
Experience That’s a Plus
- Experience with Zendesk or Salesforce.
- Extensive knowledge of Solar Storage Systems.