Solar Technical Support Associate/Specialist
United States
Residential Operations – Team Love /
Full-time /
Remote
About Omnidian
Omnidian is building a more sustainable future for the planet. We assure that IoT-enabled distributed energy assets perform at their best by innovating through our people and culture, integrated technology, and by creating an amazing customer experience. We're a well-funded, growth-stage B Corp 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 a remote location depending on role and if a candidate resides within the United States in a state in which we currently employ.
The Job
The Technical Support Associate or Specialist will help Omnidian deliver a fantastic customer experience through Tier 2 technical support 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.
We have a growing number of Spanish-speaking customers, so we are prioritizing Spanish-speaking candidates for this round of hiring
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:
- Receive inbound phone calls 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 2
- 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
- Omnidian's current main business hours are Monday through Friday 7a to 5p Pacific Time. As our company grows we are looking to provide further customer support during weekend hours. This would mean that working hours could be any day from Monday-Sunday from 9-5:30 PST. We will do our best to form a steady schedule, and ensure that team members are still receiving two days off per week.
50% On Phones
50% Off Phones
Who You Are
- You are committed to providing an exceptional customer experience
- You seek to understand others’ 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
Experience You'll Need
- Ability to communicate to customers in Spanish via phone and email
- Specialist: 2+ years of solar experience (e.g. technical support role, field service role, technical coursework, solar certificate, or other relevant experience)
- Associate: 6+ months solar experience or 2+ years of IT or Technical Troubleshooting
- 6+ years of work experience, education, or service.
Experience That's a Plus
- Experience with Zendesk or Salesforce
- Extensive knowledge of Solar Storage Systems
Work-Life and Culture
- All of our roles offer the opportunity to work remotely
- If you are in the Seattle, WA area, we offer a vibrant and creative co-working space in the heart of downtown Seattle
- If you are near one of our employee clusters, we offer one or more local gatherings per year
- We provide outstanding benefits that we are continually improving upon, including family medical, dental, vision, disability, parental leave, 401(k) administration, thoughtful PTO, and paid sabbatical leave after four years
- We offer a competitive total compensation package that includes monthly health insurance premiums, quarterly bonus and long-term stock options for every employee
- We love to lift each other up through company-wide slack channels such as #puppiesandpets, #omnidian-wellness, #praiseandbooms and #sustainablefuture
- We have affinity groups to help employees feel seen and supported, such as Rainbow Array, BIPOC, Thriving Survivors, Vets at Omnidian, Black Lights Matter and Neurospicy R Us
- We are a passionate, mission driven team that believes in collaboration, mutual respect and trust. For examples, check out our posts What Makes an Ethical Company? and Why We’re Proud to Be a Certified B Corp
Grow With Us
- We mentor and invest in our employees and prioritize them for future opportunities. Check out our Instagram reels to see a few career journey examples
- Internal candidates: Check out our advice on Internal Transfer: Job Application Process
- Here are the roles in this career track:
- Technical Support Associate
- Technical Support Specialist
- Sr Technical Support Specialist
- Technical Support Lead
- We’re a fast-growing startup, which means we’re constantly reinventing processes, adding new products, and asking people to use all of their skills and talents. That means there’s gonna be a lot of opportunities for you to grow, which also means you will likely be stretched in ways you’ve never experienced in a job before. If you are resilient, determined, and not afraid of a big challenge, come apply.
$40,000 - $59,800 a year
Midpoint for Associate: $45k (21.62/hr)
Midpoint for Specialist: $52k (25/hr)
Bilingual bump: We provide a 6.5% increase if you work with our Spanish-speaking customers
Comprehensive Benefits: We've got you covered with 100% of health insurance monthly premiums for employees, and 50% for dependents.
Performance Bonus: Up to 15%, because exceptional work deserves exceptional rewards. Eligibility begins after 90 days.
Equity Stake: Join us in shaping the future and be rewarded for your dedication with stock options.
Continuous Growth: Up to $500 annual learning reimbursement because investing in your development is investing in our success.
Committed to Parity: We place candidates within the band based on professional experience, not negotiating skills, as part of our overall effort to avoid gender pay discrepancy.
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.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
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.
We invite you to be part of our mission to create a workplace that is inclusive and welcoming to all.
