Customer Support Specialist | San Francisco

dcbel Inc • San Francisco, CA

2d • Onsite

About The Position

dcbel Inc. is seeking a Customer Support Specialist to provide level 1 troubleshooting for dcbel's Ara products and services, and to coordinate level 2 technical support when needed. This role involves resolving customer inquiries, recommending solutions, and guiding users through product features via chat, calls, and email. The specialist will own the customer experience through to resolution, escalating internally when necessary. Success in this role requires excellent communication skills, a working understanding of residential energy, and familiarity with help desk software.

Requirements

• Experience in front-line customer support, field support or equivalent experience
• Good understanding of residential solar and storage products and home operations and troubleshooting
• Proficient with Microsoft Office (Word, Excel, Outlook)
• Exceptional interpersonal and communication skills — written and oral
• Strong active listening skills with the ability to engage with the customer
• Ability to easily build rapport and foster positive relationships with both customers and team members
• Professional and courteous telephone manner
• Must be self-motivated and able to work with minimal supervision
• Ability to multi-task by navigating various systems while communicating with customers
• Ability to ensure customer issues are handled appropriately, escalating when necessary
• Must be fluent in English and Spanish in all verbal and written communication

Nice To Haves

• Familiarity with help desk software (asset)

Responsibilities

• Ensure exceptional customer satisfaction with accuracy and professionalism while responding to customer inquiries by phone, email, or live chat
• Understand the customer’s house setup and diagnose configuration or product issues
• Client engagement — help customers manage their products; focus on each customer experience and make every interaction meaningful
• Meet Customer Support SLAs for response time by email, chat and telephone
• Level 1 Problem solving — assist customers through basic troubleshooting to get to resolution
• Level 2 coordination – When required, escalate internally to obtain remote level 2 support and/or on-site field support
• Update our internal CRM and knowledge base with information about customer discussions and any technical issues and resolution
• Monitor customer complaints across all channels and proactively reach out to resolve them
• Gather customer feedback and share it with our internal teams
• Provide timely and accurate information in response to order status and service knowledge requests
• Provide timely feedback to the company regarding service failures or customer concerns
• Partner with the Sales and Field Operations teams to meet and exceed customer service expectations
• Fill gaps in customer profiles by asking questions, building rapport and engaging with each inquiry

Benefits

• Be part of a company that is backed by numerous globally respected investors and has world-changing patents in an industry changing for the first time in history.
• Grow your professional experience amongst blue chip partners and a close-knit team of committed and experienced energy experts who deeply care about the work they do.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed