Technical Customer Support Agent

**Technical Customer Support Agent**

at Span.IO San Francisco, CA **Our Mission**

At SPAN, we are building products to enable the rapid adoption of renewable energy. As more distributed energy resources like solar and storage come onto the grid, its increasingly important to be able to improve the technology that sits between the grid, the home, and those distributed energy resources. SPANs smart panel replaces the electrical panel to become the center for connected power in the home. With Span, homeowners receive all the safety features of a standard panel with revolutionary insights and edge-of-grid controls through our mobile app.

**The Role**

SPAN is growing fast and were looking for a Technical Customer Support Representative to help our technically-minded installers and non-technical homeowners navigate the ins and outs of all SPAN products. This is a highly impactful role, requiring a generalists mindset and an eagerness to learn and develop a broad expertise of SPANs products, across the mechanical, electrical, and software domains. A SPAN Technical Customer Support Rep is patient, empathetic, and eager to ensure an excellent customer experience.

**What youll do**

* Support installers and homeowners across phone and email channels by answering common questions, troubleshooting technical issues, and resolving technical requests.

* Provide feedback for the enhancement and development of existing products based on customer and installer input.

* Work cross-functionally to identify root causes and resolve issues.

* Participate in the curation of documentation and resources to streamline support processes.

**About You**

*Required Qualifications*

We are seeking a **Technical Customer Support Agent** who has/is:

* Exceptional written and verbal communication skills.

* Demonstrates the propensity to quickly resolve challenging technical problems and drive process/product improvements to improve the customer experience.

* An ability to maintain empathy and patience while dealing with complex customer issues.

* Capable of complicated problem-solving with little guidance.

*Bonus Qualifications*

We would love to hire someone who has:

* An understanding of residential electrical systems, solar PV, residential energy storage, embedded electronics, power electronics, AC and DC power, and/or electric vehicle service equipment (EVSE).

* Knowledge of home networking; IP addressing, wifi and ethernet components.

* Experience with working in ticketing systems (e.g. Zendesk, Jira).

* Experience working on cleantech hardware and software products.

**Life at SPAN**

Span offers a unique opportunity at a startup based in the SOMA neighborhood of San Francisco. We are a small, diverse team of creative thinkers. We value open communication, teamwork, and a make-it-happen attitude - no job is too big or too small. We strive to make change by imagining what the future could be and building a product to complete that vision. We are looking to grow our team with talented people who are on the same mission to shape the future of energy.

Working at Span, you can expect:

* Competitive compensation and early equity at a well-funded, fast-growing, venture-backed company (read more on why Amazon and others invested in Span and )

* A sunny 20,000 sq ft hardware lab + office space in SOMA, a stones throw from Caltrain and close to BART

* Flexible hours and vacation time - we simultaneously work hard and make space for the important stuff

* Additional SPAN holidays in celebration of causes we believe in (this year so far we provided days off in celebration of Black History in Feb, Womens History in March, Earth Day in April and Gay Pride & Juneteenth in June)

* Comprehensive benefits including a choice of medical plans; dental, vision, life and disability insurance

* Diversity - we are serious about this. Span embraces diversity and equal opportunity in a serious way. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be.

**Voluntary Self-Identification**

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely **voluntary**. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in Span.IOs Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

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A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

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We are a federal contractor or subcontractor required by law to provide equal employment opportunity to qualified people with disabilities. We are also required to measure our progress toward having at least 7% of our workforce be individuals with disabilities. To do this, we must ask applicants and employees if they have a disability or have ever had a disability. Because a person may become disabled at any time, we ask all of our employees to update their information at least every five years.

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