Customer Support Specialist

dcbel Inc. (www.dcbel.energy) designs and sells residential products to make clean, efficient, and sustainable energy accessible to all — because everyone in the world deserves energy without compromise.

dcbel is at the leading edge of the residential energy revolution. Its products enable decentralized energy consumption and production through its vertically integrated suite of energy hardware and software products, and their supporting infrastructure.

Our flagship product, dcbel Ara, is a Home Energy Station that gives everyone ownership over their energy supply by using solar power to charge their EV and power their home, unlocking their EV’s battery for blackout protection, backup power (V2H) and grid services (V2G), and optimizing the energy flow between their solar panels, EVs, stationary battery and the grid.

The opportunity

We’re looking for a Customer Support Specialist to assist our customers with level 1 troubleshooting when using dcbel’s Ara products and services, and coordinating level 2 technical support, when required. In this role you’ll resolve customer queries, recommend solutions, and guide users through features and functionality — communicating with customers through chat, calls and email. When required, you’ll escalate internally, but you’ll own the customer experience through to resolution. To be successful you should be an excellent communicator who earns our customers’ trust, bring a working understanding of residential energy, and be familiar with help desk software.

Main 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

Success looks like: fast, accurate first-contact resolution; high customer satisfaction scores; a well-maintained knowledge base; and customer feedback that reliably reaches Product and Engineering.

Key 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)
• Structured shift schedule that includes certain evenings and weekends

Profile

• 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
• Familiarity with help desk software (asset)
• Must be fluent in English and Spanish in all verbal and written communication

What's in it for you

• 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.