Technical Support Specialist

Everything we do at Sunrun is driven by a determination to transform the way we power our lives. We know that starts at the individual employee level. We strive to foster an environment you can thrive in through our commitment to diversity, inclusion and belonging.

This role is key to the satisfaction of our customers. When a customer calls in reporting that their solar system is having a maintenance issue, this role is critical to acknowledging and resolving their concern. The crucial element of this role is to approach every call with an eagerness to support the customer and resolve their issue. The main responsibilities include educating the customer on the issue, and communicating with them throughout the call as you do a technical review of the system’s historical production through the provider portals, determining inventory needed, and scheduling the needed maintenance visit.

ESSENTIAL DUTIES AND RESPONSIBILITIES 

• Regular attendance, punctuality and adherence to agreed-upon schedule of availability are conditions of employment and essential function of this position.

• Primary duty is to provide an outstanding experience to customers calling in

• Tactfully de-escalate dissatisfied customers by using interpersonal skills, active listening, and excellent problem solving. 

• Educating customers on the performance of their solar system and any associated equipment that is installed

• Asking probing questions to identify the customers needs and concerns 

• Identifying meaningful next steps to resolve the customer’s issue and seeing that they connect with the appropriate party.

• Manage detailed documentation on account records including the scope of work that needs to be completed and interaction with the customer. 

• Remotely diagnose PV system issues including non-operations and underperformance

• Utilize Salesforce scheduling software to coordinate the maintenance visit and document for the technician

• Improve the customer experience by eliminating unnecessary service visits by identifying root cause of the issue, collecting all relevant information from the customer, and verifying inventory availability. 

• Communicate with local dispatchers, technicians, and local management to overcome scheduling challenges as needed

• Complete various diagnostic and scheduling tasks assigned by leadership

REQUIREMENTS (EDUCATION, EXPERIENCE, CERTIFICATIONS, AND OTHER SKILLS)

• Understanding of all residential PV and storage functionality 

• Industry experience in solar (required)

• Minimum 3+ years of relevant work experience, preferably in customer service

• High school diploma or its equivalent required

• Intermediate computer skills (comfortable with all google programs, typing speed above 45 words per minute)

• Passionate about delivering best in class customer experience and driving each customer inquiry to resolution

• Demonstrate an ability to display patience, empathy, and strong listening skills while ensuring customer needs are fulfilled in a timely and satisfactory fashion

• Demonstrate an ability to maintain composure while diffusing and professionally negotiating a high-tension situation on a routine basis. Strong retention skills with the ability to follow a process flow and/or script as needed

• Solid logical decision making and troubleshooting skills with the ability to problem solve in a timely and effective manner. Exercises good judgment. Takes ownership of issues or questions and will escalate problems to the appropriate persons and follow up accordingly with the customer. Knows when to involve supervisors.

• Ability to maintain a high level of confidentiality by handling sensitive and private customer information in accordance to Sunrun’s policies and regulatory requirements.

• Highly self-motivated with the ability to prioritize complex, diversified responsibilities, multi-task effectively and execute tasks with minimum supervision

• Phone skills, experience with complex phone systems and call metrics

• Technically inclined to quickly adapt to new software and processes

• Experience de-escalating situations involving dissatisfied customers 

• Strong communication, both written and verbal

• A patient and empathetic attitude

• Strong time management and organizational skills

• Comfortable working in fast-paced environments

• Excellent at solving problems on your feet in order to 

PHYSICAL DEMANDS

• Standard office requirements  

Recruiter:

Please note that the compensation information that follows is a good faith estimate for this position only and is provided pursuant to acts, such as The Equal Pay Transparency Act. It assumes that the successful candidate will be located in markets within the United States that warrant the compensation listed. Candidates in locations outside this local area may have a different  starting salary range for this opportunity which may be higher or lower.  Please speak with your recruiter to learn more.

Starting salary/wage for this opportunity:

Other rewards may include annual bonus eligibility, which is based on company and individual performance, short and long term incentives, and program-specific awards.  Sunrun provides a variety of benefits to employees, including health insurance coverage, an employee wellness program, life and disability insurance, a retirement savings plan, paid holidays and paid time off (PTO). A candidate’s salary history will not be used in compensation decisions. 

This description sets forth the general nature and level of the qualifications and duties required of employees in this job classification, as well as some of the essential functions of this role.  It is not designed to be a comprehensive inventory of all essential duties and qualifications.  If you have a disability or special need that may require reasonable accommodation in order to participate in the hiring process or to perform this role if you are offered employment, please let us know by contacting us at candidateaccomodations@sunrun.com.

Sunrun is proud to be an equal opportunity employer that does not tolerate discrimination or harassment of any kind. Our commitment to Diversity, Inclusion & Belonging drives our ability to build diverse teams and develop inclusive work environments. At Sunrun, we believe that empowering people and valuing their differences are essential for our mission of connecting people to the cleanest energy on earth. We are committed to equal employment opportunities without consideration of race, color, religion, ethnicity, citizenship, political activity or affiliation, marital status, age, national origin, ancestry, disability, veteran status, sexual orientation, gender identity, gender expression, sex or gender, pregnancy or any other basis protected by law. We also consider qualified applicants with criminal convictions, consistent with applicable federal, state and local law.