Operations Associate

Summary

Join Omnidian, a fast-growing tech-enabled service company, as an Operations Associate and contribute to building processes and shaping the future of operations. You will work closely with a dynamic team, solving real-world problems and ensuring seamless customer and technician experiences. This role involves diagnosing solar system performance issues, documenting processes, training others, and building foundational business assets. Location flexibility is offered within Australia, with a preference for Western or Eastern Australia. The position offers a competitive salary, performance bonuses, equity stakes, and opportunities for professional development.

Requirements

• 6+ months of experience in solar or renewable energy
• General understanding of residential solar and battery systems
• Professional working proficiency in English
• Proficiency with G Suite or Microsoft Office

Responsibilities

• Build trust with customers through empathetic, effective communication over phone and email
• Take ownership of service tickets in HubSpot and Airtable, ensuring every issue is resolved swiftly and accurately
• Collaborate with field service partners to meet resolution timelines and maintain high-quality service standards
• Approve payments to field service partners, manage warranty claims, and handle system owner payments—all with precision and accountability
• Proactively monitor solar systems, triaging alerts and diagnosing performance issues with confidence and precision
• Use Omnidian’s tools and procedures to develop creative resolution paths for system problems
• Serve as a subject matter expert (SME) on one or more solar products, providing trusted guidance to homeowners and technicians
• Offer remote technical support to resolve customer issues, while fielding escalations from technicians during site visits
• Continuously evaluate and refine procedures to enhance operational efficiency and scalability
• Partner with internal teammates and external vendors to identify and implement opportunities for improvement
• Bring fresh ideas to optimize workflows and elevate the overall customer experience

Preferred Qualifications

• 3+ years of solar experience, ideally in system design or post-installation O&M
• 4+ years of customer service experience
• 2+ years of IT or troubleshooting experience
• Expertise in one or more solar products
• Familiarity with CRM tools like HubSpot or Airtable
• Demonstrated ability to assist in automating processes, thrive in fast-paced environments, or help build new teams

Benefits

• Opportunities to work remotely, with 20 days of paid time off annually (accrued) and 10 days of sick leave annually (accrued)
• Competitive salary, performance bonuses, and equity stakes
• A collaborative environment with mentorship and opportunities for career advancement
• Affinity groups, supportive policies, and a commitment to diversity, equity, and inclusion
• Up to $500 annual learning reimbursement