Technical and Customer Support Specialist

Gardner Energy LLC•West Valley City, UT

5d•$40,000 - $55,000•Onsite

About The Position

We are seeking a Technical and Customer Support Specialist to serve as the frontline, first point of contact for the business. This role is responsible for answering inbound phone calls, general emails, and online inquiries, providing timely, knowledgeable, and professional support to customers, partners, and prospective clients across all Gardner Energy business units. The Specialist will resolve routine questions and service requests whenever possible, accurately document and route more complex issues, and ensure clean, executive ready intake for escalation. In addition to remote support, this role will also provide light front desk and administrative support for in person visitors, helping ensure a professional, well organized experience for anyone visiting the office. This individual will support customers and prospects across all Gardner Energy divisions, including: Advanced Electrical Services (AES) – commercial and industrial electrical services Reliability & Critical Power – UPS systems, generators, service, and maintenance Commercial Renewables – commercial solar and energy storage projects Residential Renewables – residential solar and home energy solutions The ideal candidate combines technical aptitude, strong customer service and communication skills, and organizational discipline—enabling high first contact resolution, accurate intake, and smooth handoffs when escalation is required. When capacity allows, this role may also provide general administrative and leadership support across the organization.

Requirements

2+ years in technical support or help desk roles for highly technical products or services, or equivalent specific field service work in one or more of Gardner Energy service segments (Electrical services, Solar or renewable energy, Critical power / UPS / generators)
Strong customer service orientation with excellent verbal and written communication skills.
Demonstrated ability to learn technical systems and concepts quickly.
Comfort interacting with both residential consumers and sophisticated commercial/industrial customers.
High attention to detail and ability to document issues clearly and completely.
Strong judgment in determining when to resolve vs. escalate.
Proficiency with phones, email, CRM/ticketing platforms, and basic office software.
Problem-solving: Ability to quickly understand technical systems, equipment types, and service workflows, with a structured troubleshooting mindset
Teamwork: Skilled at gathering complete, decision-ready information on first contact, ensuring clean, complete handoffs that minimize rework for Sales, Engineering, and Operations
Professional, confident phone presence with the ability to manage high call volumes calmly and effectively
Clear, concise written communication for email, CRM notes, and internal handoffs

Nice To Haves

Experience with estimating, quoting, or service dispatch environments.
Experience with both residential and commercial customer environments.

Responsibilities

Serve as the frontline contact for all inbound phone calls, emails, and web/chat inquiries across Gardner Energy.
Respond professionally, promptly, and accurately to a wide range of customer needs including: Service questions, troubleshooting requests, project inquiries, new sales opportunities, status updates and general support
Develop working knowledge of Gardner Energy’s core services, technologies, and project types to resolve customer inquiries directly whenever possible and provide clear explanations in non-technical terms
Use structured questioning to diagnose needs, clarify scope, and determine the appropriate resolution path.
Achieve +90% first-contact resolution for calls and digital inquiries that can be resolved remotely once fully onboarded and trained.
Collect complete, accurate, and decision-ready information including: Customer details and site information, Equipment, system, or service involved, Urgency, constraints, and customer expectations, Photos, documentation, or history when applicable
Provide initial estimates, pricing guidance, or scope clarity where appropriate and approved.
Correctly identify and route residential service work, commercial contract service calls, new project opportunities, and Tier 1 / strategic sales leads
Maintain clear, concise documentation of all interactions in the CRM or ticketing system.
Achieve +90% of direct hand-off to the relevant project/operations coordinator for execution without rework by Sales, Engineering, or Operations.
Perform other duties as required or assigned.