Solar Technical Support Associate/Specialist

About Omnidian Omnidian is building a more sustainable future for the planet. We assure that IoT-enabled distributed energy assets perform at their best by innovating through our people and culture, integrated technology, and by creating an amazing customer experience. We're a well-funded, growth-stage company offering the potential for enormous impact, both on our products and on the world.
We are headquartered in Seattle, but are open to a remote location depending on role and if a candidate resides in a state in which we currently employ.
The Job The Technical Support Associate or Specialist will help Omnidian deliver a fantastic customer experience through Tier 2 technical support so that we can provide peace of mind to current homeowners and create a model for solar to become fully mainstream in America. We call that Solar Without Fear.

What You'll Do

• At Omnidian we believe in trust and autonomy. How you create an impact is ultimately up to you. Here is an outline of some of the things you’ll be doing: 50% On Phones* Receive inbound phone calls that are transferred to you from our Tier 1 Associates or make scheduled and non-scheduled outbound phone calls. Answer their technical questions, troubleshoot solar systems remotely, dispatch field service technicians as needed.

• Between phone calls, respond to or action tickets that have been escalated to Tier 2 50% Off Phones* Follow up on open tickets, working with homeowners, field service partners, and internal managers to come to win-win solutions

• Improve our processes through self-directed and collaborative projects

• Engage in ongoing training and mentoring to increase your knowledge of our business model

• Omnidian's current main business hours are Monday through Friday 7a to 5p Pacific Time. As our company grows we are looking to provide further customer support during weekend hours. This would mean that working hours could be any day from Monday-Sunday from 9-5:30 PST. We will do our best to form a steady schedule, and ensure that team members are still receiving two days off per week.

Who You Are

• You are committed to providing an exceptional customer experience
• You seek to understand others’ point of view
• You can deliver tough news clearly and compassionately
• You enjoy stability and strive for mastery in a job
• Your written and verbal communication is clear, concise and articulate. You take detailed and efficient notes
• You proactively identify process improvement opportunities with a bias for action
• You can balance the voice of the customer while balancing the financial impact to the organization

Experience You'll Need

• For the Technical Support Associate position, we are looking for candidates with 6+ months solar experience/knowledge or 2+ years of IT or Technical Troubleshooting
• For the Technical Support Specialist position, we are looking for candidates with 2+ years of solar experience/knowledge (e.g. technical support role, field service role, technical coursework, solar certificate, or other relevant experience).
• If you have experience with customer support, IT, troubleshooting etc but no solar experience, please look for our Customer Support Associate position as a way to switch into the solar field.
• We welcome candidates from a variety of backgrounds. Most candidates have 6 or more total years of work experience, education, or service.

Experience That's a Plus

• We have some Spanish-speaking customers, so native-level fluency in Spanish is a plus
• Experience with Zendesk or Salesforce

Work-Life and Culture

• All of our roles offer the opportunity to work remotely
• If you are in the Seattle, WA area, we offer a vibrant and creative co-working space in the heart of downtown Seattle
• If you are near one of our employee clusters, we offer one or more local gatherings per year
• We provide outstanding benefits that we are continually improving upon, including family medical, dental, vision, disability, parental leave, 401(k) administration, thoughtful PTO, and paid sabbatical leave after four years
• We offer a competitive total compensation package that includes monthly health insurance premiums, quarterly bonus and long-term stock options for every employee
• We love to lift each other up through company-wide slack channels such as #puppiesandpets, #omnidian-wellness, #praiseandbooms and #sustainablefuture
• We have affinity groups to help employees feel seen and supported, such as Rainbow Array, BIPOC, Thriving Survivors, Vets at Omnidian, Black Lights Matter and Neurospicy R Us
• We are a passionate, mission driven team that believes in collaboration, mutual respect and trust. For examples, check out our post What Makes an Ethical Company?

Grow With Us

• We mentor and invest in our employees and prioritize them for future opportunities. Check out our Instagram reels to see a few career journey examples
• Internal candidates: Check out our advice on Internal Transfer: Job Application Process
• Here are the roles in this career track:
• Technical Support Associate
• Technical Support Specialist
• Sr Technical Support Specialist
• Technical Support Lead
• We’re a fast-growing startup, which means we’re constantly reinventing processes, adding new products, and asking people to use all of their skills and talents. That means there’s gonna be a lot of opportunities for you to grow, which also means you will likely be stretched in ways you’ve never experienced in a job before. If you are resilient, determined, and not afraid of a big challenge, come apply.

We strongly believe that diversity of experience, perspectives, and background will lead to a better environment for our employees and a better product for our customers. We are committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. We value diversity and inclusion and are committed to ensuring our hiring and retention practices, as well as our office culture, reflects this value. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
Omnidian is an equal opportunity employer. We are committed to diversity in the workplace. We make employment decisions on the basis of merit and business need. We hire without consideration to age, ancestry, citizenship, disability, gender expression, gender identity, marital status, national origin, political activity or affiliation, race, religion, sexual orientation, veteran status, or any other basis protected by law.
We invite you to be part of our mission to create a workplace that is inclusive and welcoming to all.