Remote Technical Support Specialist

Summary

Join Sunnova, an industry-leading adaptive energy services company, as a Technical Support Specialist. As a TSS, you will provide daily phone support to customers, troubleshoot system issues, and educate customers on normal system operation. This individual production position reports directly to a Contact Center Supervisor.

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

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

Preferred Qualifications

• A Bachelor’s Degree is preferred
• Previous call center experience preferred
• Bi-lingual (English and Spanish) preferred
• Salesforce experience is preferred

Benefits

• 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
• Cell phone allowance for many roles
• Free access to onsite fitness center in Houston and/or discounted fitness memberships through health provider
• Complimentary garage parking in Houston