Salary Range: 23.7 to 32.07 (Currency: USD) (Pay period: per-hour-wage)

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:
Customer Interaction
• Handle inbound and outbound phone calls, emails, and chat messages. Provide answers to both basic and technical questions about solar systems.
• Troubleshoot solar systems remotely, using your technical knowledge to diagnose and resolve issues.
• Decide when to submit a case to our dispatch team or to our client-facing team for additional action or remediation
Technical Support
• Own follow up on open tickets, working with homeowners, field service partners, and internal managers to find win-win solutions.
• Improve our processes through self-directed and collaborative projects, identifying areas for enhancement in both customer service and technical support.
• Engage in ongoing training and mentoring to increase your knowledge of our business model and technical systems.
Working hours
• Omnidian’s main customer service contact hours are Monday through Friday, 7 AM to 5 PM Pacific Time.
• As our company grows, we aim to provide customer support during weekend hours, potentially leading to working hours any day from Monday through Sunday, 6 AM to 6 PM PST.
• We strive to hire across all time zones and form steady schedules covering 9 hour shifts with lunch/breaks and ensure that team members receive two days off per week.

Who You Are

• You are committed to providing an exceptional customer experience.
• You seek to understand others’ points 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 with the financial impact on the organization.

Experience You’ll Need

• Here’s how various experience would fall within our salary range.
Minimum:
• 6+ months of solar experience or
• 2+ years of IT or Technical Troubleshooting or
• 5+ years of customer support experience
Midpoint:
• 2+ years of solar experience (e.g., technical support role, field service role, technical coursework, solar certificate, or other relevant experience)
Above Midpoint:
• 4+ years of solar experience or
• 2+ years of battery storage experience or
• 2+ years handling third party escalations (BBB, legal, etc)

Experience That’s a Plus

• Experience with Zendesk or Salesforce.
• Any knowledge of Solar Storage Systems.
• Extensive experience on PPA, SREC, PTO
• Ability to communicate with customers in Spanish via phone and email (if fluent, see our Bilingual job posting)

Work-life and Culture

• Most 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
• We prioritize applicants near one of our employee clusters and offer one or more local gatherings per year
• We provide outstanding benefits including family medical, dental, vision, disability, parental leave, 401(k) administration and $1k match per year, thoughtful PTO, and paid sabbatical leave after four years
• We offer a competitive total compensation package that includes monthly health insurance premiums, bonuses 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, come Discover our Story!

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 Solar Expert
• Senior Technical Solar Expert
• Customer Experience Specialist
• Senior Customer Experience Specialist
• Technical Support Supervisor
• 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. 

Timeline

• We’re hiring multiple roles over the next few months, with either one or two cohorts.
• Feb 24
• March 24
• These start dates will be confirmed or adjusted as we approach an offer.