Tier 2 Support Specialist
About The Position
Stem is seeking a highly motivated Tier 2 Support Specialist to join our technical support team. This role provides high level technical and product support for Stem's customers while coordinating installations with internal teams and vendor partners. The ideal candidate will be customer-focused and collaborate effectively with cross-functional teams that support and contribute to client success. We’re looking for someone who is passionate about renewable energy, dependable, maintains good attendance, works well in a team environment, and brings a cooperative and respectful attitude.
Requirements
- High School Diploma or GED
- 1+ years’ experience in customer service
- Excellent written and verbal communication skills
- Ability to work rotating weekend shifts after the training period is complete
- Comfortability operating in a phone-based support environment
- Willingness to leverage AI tools as part of daily support workflow
- Strong organizational and technical skills
- Proficiency with Windows operating system and Microsoft Office (Word, Excel, Outlook)
Nice To Haves
- Associate's degree in electrical engineering or related field
- Prior experience in high-volume technical support call center environment
- Experience with or knowledge of technical products or SaaS support
- Familiarity with electrical wiring or mechanical experience
- Basic IT experience (desktop support, phone, or email support)
Responsibilities
- Complete a multi-week formal training program to prepare you for handling inbound calls as frontline support for product and service inquiries
- Respond to customer calls through a call queue, delivering high-quality technical support for Stem’s products and services across hardware and software platforms
- Diagnose and resolve technical issues by identifying problems, researching solutions, and guiding both technical and non-technical end users through troubleshooting processes
- Escalate complex cases to Tier 3 support, development, and engineering teams as needed
- Partner with team members and internal stakeholders to address customer support issues across electronic hardware and software as a service (SaaS) platforms via phone, email, and support ticketing systems
- Maintain thorough and detailed documentation of all customer interactions to ensure that any team member can seamlessly continue to provide effective support.
- Ensure all service requests are followed up on and closed effectively
- Collaborate with Stem’s Engineering and Development teams to escalate cases, resolve bugs, assist with the implementation of customer features, and support product development.
- Identify opportunities to improve support practices and processes
- Build and maintain strong relationships with customers and internal teams
- Other duties as assigned
Benefits
- A competitive compensation package, including eligibility for a quarterly bonus
- Full health benefits on the first day of employment (several medical plan options-HDHP and PPO, dental plans, FSA/HSA-with employer contribution, employer paid vision/LTD/STD/Life, variety of voluntary coverage)
- 401k (pre- or post-tax) on first day of employment
- 12 paid calendar holidays per year
- 3 weeks of PTO per year that begins accruing day one
- 80 hours of paid sick leave
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
