Technical Support Specialist

2 weeks ago

Houston, Texas, United States Sunnova Energy International, Inc. Full time
About Sunnova Energy International, Inc.

Sunnova Energy International, Inc. is an industry-leading adaptive energy services company focused on making clean energy more accessible, reliable, and affordable for homeowners and businesses.

Job Title: Technical Support Specialist

We are seeking a highly skilled Technical Support Specialist to join our team. As a Technical Support Specialist, you will be responsible for providing daily phone support to our customers, identifying customer system issues and the correct resolution path, partnering with customers to troubleshoot and attempt remote repair as appropriate using available online monitoring tools and Salesforce data, and educating customers on normal system operation.

Responsibilities:
  • Reduce case load to Operations and Maintenance by remotely troubleshooting and resolving customer system complaints.
  • Accept and/or initiate the minimum required number of calls daily.
  • Help CSS I through passive education on responses to customer system complaints.
  • Provide extensive and exceptional customer service.
  • Maintain and improve quality results by following company standards and recommending improved policies and procedures.
  • Follow the required interactive troubleshooting guide consistently to resolve the customer's service issue on the first call.
  • Research and identify trends in service/equipment problems and document process used to correct issues.
  • Effective gains the customer's cooperation to work through the troubleshooting process.
  • Proactively learns new technology related to Sunnova products.
Requirements:
  • High School Diploma is a minimum requirement.
  • Minimum 3 years' experience in a customer service role supporting technology troubleshooting.
  • Ability to work at a computer and talk on the phone for 6-8 hours per day.
  • Strong written and verbal communication skills.
  • Detail oriented with the ability to multi-task.
  • Strong problem-solving skills.
  • Ability to work as a team member and interact with other departments.
  • Ability to work under pressure with strict time deadlines.
Preferred Qualifications:
  • A Bachelor's Degree is preferred.
  • Previous call center experience preferred.
  • Bi-lingual (English and Spanish) preferred.
  • Salesforce experience is preferred.
Working Conditions:

Open-office environment

Sunnova offers a generous employee reward package that includes:

  • Comprehensive benefits, including medical, dental, vision, life insurance, healthcare flexible spending account, and 401(k) with employer match.
  • Competitive compensation & annual bonus.
  • Paid time off, including 10 holidays and Paid Parental Leave.
  • Cell phone allowance for many roles.
  • Free access to onsite fitness center in Houston and/or discounted fitness memberships through health provider.
  • Complimentary garage parking in Houston.

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