Technology Support Specialist

Technology Support Specialist – Customer Care

Brief Description of Sunnova

Sunnova is a different kind of Power Company, offering rooftop solar service to homeowners within and outside the United States through our network of local sales and installation partners. Our mission is to change the energy industry by providing the choice of low-cost, worry-free solar power that generates long-term savings for our customers and continued business growth for our partners.

The Technology Support Specialist Position

As a Technology Support Specialist, you will be responsible for providing daily phone support to Sunnova’ s customers, identifying customer system issues and the correct resolution path, partnering with customers to troubleshoot and attempt remote repair as appropriate using available online monitoring tools and Salesforce data, and educating customers on normal system operation.

The Technology Support Specialist position is an individual production position and reports directly to a Contact Center Supervisor. The workday as a TSS may be segmented into several duties : inbound / outbound phone production, TSS agent mentoring and assistance, and customer email correspondence. Specific daily goals, monthly goals and working shifts are subject to change at any time based solely on company needs.

Technology Support Specialist Responsibilities

Reduce case load to Operations and Maintenance by remotely troubleshooting and resolving customer system complaints.

Accept and / or initiate the minimum required number of calls daily.

Help CSS I through passive education on responses to customer system complaints.

All TSS are expected to provide extensive and exceptional customer service.

A TSS is also expected to provide a seamless solution rendering experience to all customers and the entire Sunnova team.

A TSS is expected to maintain and improve quality results by following company standards and recommending improved policies and procedures.

A TSS follows the required interactive troubleshooting guide consistently to resolve the customer’s service issue on the first call.

A TSS researches and identifies trends in service / equipment problems and documents process used to correct issues.

Effective gains the customer’s cooperation to work through the troubleshooting process.

Proactively learns new technology related to Sunnova products.

Perform any other duties as assigned.

Minimum Requirements

High School Diploma is a minimum requirement.

Minimum 3 years’ experience in a customer service role supporting technology troubleshooting.

Ability to work at a computer and talk on the phone for 6-8 hours per day.

Strong written and verbal communication skills.

Detail oriented with the ability to multi-task.

Strong problem-solving skills.

Ability to work as a team member and interact with other departments.

Ability to work under pressure with strict time deadlines.

PC skills : Microsoft Office - Excel, Word, & Outlook required.

Flexible schedule, willingness to work weekends and / or evening shifts.

Preferred Qualifications

A Bachelor’s Degree is preferred.

Previous call center experience preferred.

Bi-lingual (English and Spanish) preferred.

Salesforce.com experience is preferred.

Working Conditions

Open-office environment

Ability to work extended hours when is required.

Benefits

Sunnova offers a generous employee reward package that includes :

Comprehensive benefits, including medical, dental, vision, life insurance, healthcare flexible spending account, and 401(k) with employer match.

Competitive compensation & annual bonus

Paid time off, including 10 holidays and Paid Parental Leave

Complimentary garage parking in Houston

We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.

If you are selected for a position, your employment will be contingent upon submission to and successful completion of a post-offer / pre-placement drug test (and medical examination if required by the role) as well as pre-placement verification of the information and qualifications provided during the selection process.