Technology Support Specialist

Position Overview

Technology Support Specialist – Customer Care

Sunnova is a different kind of Power Company, offering rooftop solar service to homeowners within and outside the United States through our network of local sales and installation partners. Our mission is to change the energy industry by providing the choice of low-cost, worry‑free solar power that generates long‑term savings for our customers and continued business growth for our partners.

As a Technology Support Specialist, you will be responsible for providing daily phone support to Sunnova’s customers. You will identify customer system issues and determine the correct resolution path, partner with customers to troubleshoot and attempt remote repair using online monitoring tools and Salesforce data, and educate customers on normal system operation. This individual production position reports directly to a Contact Center Supervisor and involves inbound/outbound phone production, TSS agent mentoring, and customer email correspondence.

Responsibilities: Key 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 at all times.
• Ensure a seamless solution rendering experience for all customers and the entire Sunnova team.
• Maintain and improve quality results by following company standards and recommending improved policies and procedures.
• Consistently follow the required interactive troubleshooting guide to resolve customer service issues on the first call.
• Research and identify trends in service or equipment problems and document the process used to correct issues.
• Effectively gain the customer’s cooperation to work through the troubleshooting process.
• Proactively learn new technology related to Sunnova products.
• Perform any other duties as assigned.

Qualifications: Required Qualifications

• Education: High School Diploma is a minimum requirement.
• Experience Required: 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.
• PC skills: Microsoft Office – Excel, Word, & Outlook required.
• Flexible schedule, with willingness to work weekends and/or evening shifts.

Qualifications: Preferred Qualifications

• A Bachelor’s Degree is preferred.
• Previous call center experience preferred.
• Bi-lingual (English and Spanish) preferred.
• Salesforce.com experience is preferred.

Benefits: Benefits & Perks

• Comprehensive benefits, including medical, dental, vision, life insurance, healthcare flexible spending account, and 401(k) with employer match.
• Compensation: Competitive compensation & annual bonus.
• Paid time off, including 10 holidays and Paid Parental Leave.
• Complimentary garage parking in Houston.