Technical Solar Expert (Bilingual in Spanish)

About OmnidianOmnidian, Inc. is a fast-growing Series C tech-enabled service company revolutionizing performance assurance for the distributed solar and energy storage industries.  Omnidian is building a more sustainable future for the planet through our passionate teams, our innovative technology, and by creating an amazing customer experience. We are headquartered in Seattle, WA
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.
We are looking for a candidate who can work with both our English and our Spanish-speaking customers.

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
• 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.
• Decide when to submit a case to our dispatch team or to our client-facing team for additional action or remediation
Technical Support
• 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.
Working hours
• Omnidian's main customer service contact hours are Monday through Friday, 7 AM to 5 PM Pacific Time.
• As our company grows, we aim to provide customer support during weekend hours, potentially leading to working hours any day from Monday through Sunday, 6 AM to 6 PM PST.
• We strive to hire across all time zones and form steady schedules covering 9 hour shifts with lunch/breaks 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

• Need a strong ability to communicate with customers in Spanish via phone and email.
• Additionally, here's how various experience would fall within our salary range.
Minimum:
• 6+ months of solar experience or
• 2+ years of IT or Technical Troubleshooting or
• 5+ years of customer support experience
Midpoint:
• 2+ years of solar experience (e.g., technical support role, field service role, technical coursework, solar certificate, or other relevant experience)
Above Midpoint:
• 4+ years of solar experience or
• 2+ years of battery storage experience or
• 2+ years handling third party escalations (BBB, legal, etc)

Experience That's a Plus

• Experience with Zendesk or Salesforce.
• Any knowledge of Solar Storage Systems.
• Extensive experience on PPA, SREC, PTO

Work-life and Culture

• Most 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
• We prioritize applicants near one of our employee clusters and offer one or more local gatherings per year
• We provide outstanding benefits including family medical, dental, vision, disability, parental leave, 401(k) administration and $1k match per year, thoughtful PTO, and paid sabbatical leave after four years
• We offer a competitive total compensation package that includes monthly health insurance premiums, bonuses 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 drive