L1 Customer Support Agent

2 weeks ago


Lehi, United States Solo Full time
Application Deadline: 09/18/2024

About SOLO:

SOLO is an industry leader in residential solar designs - creating dynamic, customizable proposals for both solar and roofing services. We accomplish this by delivering best-in-class operational support through our proprietary software platform that provides proposals, closing documents, CAD, and permitting products, allowing our clients to scale quickly and efficiently while improving the bottom line. Our commitment to our employees is to create a fun, upbeat environment in which creativity, dedication, and hard work can thrive.

Job Description:

The L1 agent's primary purpose is to listen to and solve problems for our customers quickly and efficiently. L1 agents will work closely with Level 2 (L2) support agents to determine if an issue needs to be handled by L2 agents. L1's measurements of success are customer satisfaction, possessing a basic understanding of all Solo products and services, understanding basic troubleshooting, and the ability to clearly communicate solutions to our customers. Level 1 (L1) Support Agents are responsible for taking support calls and emails, answering basic support questions. As the first point of contact for our customers, you will understand, document, and communicate technical issues throughout the team, and then educate the customer on the solutions that are best suited to their needs. This is a Full Time (30+ hrs per week) role.

Job Responsibilities:
  • Listen to and understand the customer, and effectively communicate solutions while maintaining a level of professionalism aligned with the company standards.
  • Stay up to date with new features, products, partnerships, and educate our customers on the improvements Solo is striving for to enhance their experience.
  • Develop strong relationships with team members, within and without the department to increase collaboration and present a united front.
  • Document all interactions had with customers to develop strong internal reporting, necessary for improving the support provided.
Requirements

Skills/Qualifications:
  • 1+ years experience in Customer Support, taking calls and writing emails
  • Excellent verbal and written communication skills
  • Exceptional customer service and interpersonal skills
  • Basic problem-solving and analytical skills
  • Have the confidence to ask questions and accept help from others
  • Receive criticism and feedback from others respectfully and entertain the provided feedback to further improve and find success in any/all aspects pertaining to the job
  • Acquire the courage to stand up to or speak openly with authority and management
  • Ability to diagnose and troubleshoot basic problems and delegate as needed
  • Basic computer skills and the ability to comprehend new platforms and applications
  • Possess a base level of creativity to prevent the misuse of the platform and prevent attackers from compromising proprietary information.
  • Must be able to work from Lehi, UT office
Compensation/Benefits:
  • $15 - $18 per hour DOE
  • Paid Time Off (PTO).
  • 1 Wellness Day per quarter
  • Healthcare Savings Account (HSA)
  • Medical, Dental, and Vision insurance
  • Hospital and Accident Indemnity Insurance
  • Short and Long Term Disability
  • 401K with 4% company match
  • Onsite Gym
  • Employee Development Program
  • Onsite Snacks and Drinks
  • Bi-Weekly Pay with the option to use On Demand Pay which allows you to be paid even sooner if you choose
  • Opportunity for growth - we like to promote from within


Salary Description

$15 - $18 per hour DOE

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