Technical Solar Expert

About OmnidianOmnidian is building a more sustainable future for the planet. We assure that IoT-enabled distributed energy assets perform at their best through our passionate teams, our innovative 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 remote location depending on role and if a candidate resides in a state we currently employ in.
The Job
The Technical Solar Expert will help Omnidian deliver a fantastic customer experience by handling both Tier 1 and Tier 2 support responsibilities. This role combines customer service and technical troubleshooting to provide peace of mind to current homeowners and promote solar energy as a mainstream choice 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:
Customer Interaction (50%)
• Handle inbound and outbound phone calls, emails, and chat messages. Provide answers to both basic and technical questions about solar systems.
• Troubleshoot solar systems remotely, using your technical knowledge to diagnose and resolve issues.
• Dispatch field service technicians when necessary, ensuring effective and timely resolutions.
Technical Support (50%)
• Own follow up on open tickets, working with homeowners, field service partners, and internal managers to find win-win solutions.
• Improve our processes through self-directed and collaborative projects, identifying areas for enhancement in both customer service and technical support.
• Engage in ongoing training and mentoring to increase your knowledge of our business model and technical systems.
Omnidian's main business hours are Monday through Friday, 7a to 5p Pacific Time. As our company grows, we aim to provide customer support during weekend hours, potentially leading to working hours any day from Monday-Sunday, 9-5:30 PST. We will strive to form steady schedules and ensure that team members receive two days off per week.

Who You Are

• You are committed to providing an exceptional customer experience.
• You seek to understand others’ points 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 with the financial impact on the organization.

Experience You’ll Need

• Associate: 6+ months of solar experience or 2+ years of IT or Technical Troubleshooting or 5+ years of customer support experience
• Specialist: 2+ years of solar experience (e.g., technical support role, field service role, technical coursework, solar certificate, or other relevant experience)

Experience That's a Plus

• Experience with Zendesk or Salesforce.
• Extensive knowledge of Solar Storage Systems.
• Ability to communicate with customers in Spanish via phone and email.

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, self-managed PTO or 15 days of PTO in your first year, 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 are a passionate, mission driven team that believes in collaboration, mutual respect and trust. For examples, check out our posts What Makes an Ethical Company? and Why We’re Proud to Be a Certified B Corp

Grow With Us

• We mentor and invest in our