Product Support Specialist

Summary

Join Optiwatt's User Success team as their first Product Support Specialist! This remote, part-time (20 hours/week) role offers significant growth potential. You'll handle high-volume ticketing, troubleshoot issues, create bug reports, and provide proactive updates to users. Success involves demonstrating excellent follow-through, finding efficiency gains, passionately advocating for users, and maintaining confidentiality. The role requires customer-facing experience (ideally technical support), excellent communication, strong organizational skills, and well-rounded technical proficiency. Compensation is $20-$25 hourly.

Requirements

• Have demonstrated ability in a customer-facing role, ideally involving technical support
• Excellent written and verbal skills
• Strong organizational skills and attention to detail
• Demonstrate well-rounded technical proficiency with both mobile and web platforms

Responsibilities

• Take on high-volume ticketing, troubleshooting, and creating bug reports
• Track reported issues you’ve tested and validated, and then provide proactive updates to our users
• Provide quality responses that supply the user with next steps and earn glowing user feedback
• Share new learnings with your team by raising awareness of trends and concerns in the moment within Slack and in weekly meetings
• Submit suggestions for updates to Help Center content and flag outdated content in macros, ticketing workflows, and product articles
• Follow up on long-standing tickets, reaching out to technical teams for updates on repair statuses
• Demonstrate excellent follow through, judgment, and common sense. You have a “make it happen” approach to work and maintain a growth mindset
• Finding opportunities for efficiency gains and taking initiative to propose and implement impactful solutions
• Passionately searching for solutions and advocating for the needs of our users
• Maintaining strict confidentiality regarding employee, user, and company information
• Staying on task and following outlined processes

Preferred Qualifications

• Have previous experience with a ticketing system (bonus points for Zendesk)
• Have previous experience writing queries using SQL
• Enjoy the challenge of helping our users and are capable of providing outstanding support for a userbase that is growing exponentially
• Are adaptable, self-motivated, and have great time management skills
• Have a strong passion for climate tech and/or the DERMs space, and connect personally with Optiwatt’s mission to motivate and empower consumers to connect smart devices to the electrical grid so they can have more reliable electricity, save money, and reduce their carbon footprint

Benefits

• $20 - $25 hourly (annual equivalency $41,600 - $52,000). This range reflects base compensation only and does not include equity or benefits
• Remote