Technical Solar Expert (Bilingual in Spanish)
Omnidian
IT
Remote
Posted on Sep 25, 2024
About Omnidian
Omnidian is building a more sustainable future for the planet. We assure that IoT-enabled distributed energy assets perform at their best through our passionate teams, our innovative technology, and by creating an amazing customer experience. We're a well-funded, growth-stage, B Corps certified company offering the potential for enormous impact, both on our products and on the world.
We are headquartered in Seattle, but are open to remote location depending on role and if a candidate resides in a state we currently employ in.
The Job
The Technical Solar Expert will help Omnidian deliver a fantastic customer experience by handling both Tier 1 and Tier 2 support responsibilities. This role combines customer service and technical troubleshooting to provide peace of mind to current homeowners and promote solar energy as a mainstream choice in America. We call that Solar Without Fear.
We are looking for a candidate who can work with both our English and our Spanish-speaking customers.
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:
- 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
- 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.
Customer Interaction (50%)
Technical Support (50%)
Omnidian's main business hours are Monday through Friday, 7a to 5p Pacific Time. As our company grows, we aim to provide customer support during weekend hours, potentially leading to working hours any day from Monday-Sunday, 9-5:30 PST. We will strive to form steady schedules 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
- Associate: 6+ months of solar experience or 2+ years of IT or Technical Troubleshooting or 5+ years of customer support experience
- Specialist: 2+ years of solar experience (e.g., technical support role, field service role, technical coursework, solar certificate, or other relevant experience)
- Ability to communicate with customers in Spanish via phone and email.
Experience That's a Plus
- Experience with Zendesk or Salesforce.
- Extensive knowledge of Solar Storage Systems.
Work-life and Culture
- All 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
- If you are near one of our employee clusters, we offer one or more local gatherings per year
- We provide outstanding benefits that we are continually improving upon, including family medical, dental, vision, disability, parental leave, 401(k) administration, self-managed PTO or 15 days of PTO in your first year, and paid sabbatical leave after four years
- We offer a competitive total compensation package that includes monthly health insurance premiums, quarterly bonus 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 are a passionate, mission driven team that believes in collaboration, mutual respect and trust. For examples, check out our posts What Makes an Ethical Company? and Why We’re Proud to Be a Certified B Corp
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 Associate
- Technical Solar Specialist
- Technical Solar Lead
- Additional individual contributor or manager tracks available
- 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 for one of the following start dates, which will be confirmed or adjusted during an offer:
- Nov 11
- Dec 18
We strongly believe that diversity of experience, perspectives, and background will lead to a better environment for our employees and a better product for our customers. We are committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. We value diversity and inclusion and are committed to ensuring our hiring and retention practices, as well as our office culture, reflects this value.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
Omnidian is an equal opportunity employer. We are committed to diversity in the workplace. We make employment decisions on the basis of merit and business need. We hire without consideration to age, ancestry, citizenship, disability, gender expression, gender identity, marital status, national origin, political activity or affiliation, race, religion, sexual orientation, veteran status, or any other basis protected by law.
We invite you to be part of our mission to create a workplace that is inclusive and welcoming to all.