Technical Solar Expert

Omnidian

207

Remote, United States

Posted on: 2024-07-29

Category: renewables

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Employment type:

Full time

Remote?

Yes

Experience required:

Intermediate

Salary

Salary not provided

About the company:

Lower operating costs. Reduce asset downtime. Increase portfolio profitability. 𝐏𝐚𝐫𝐭𝐧𝐞𝐫 𝐟𝐨𝐫 𝐆𝐫𝐨𝐰𝐭𝐡.

𝐏𝐞𝐫𝐟𝐨𝐫𝐦𝐚𝐧𝐜𝐞, 𝐆𝐮𝐚𝐫𝐚𝐧𝐭𝐞𝐞𝐝
We don’t just drive performance—we back it up with the option to include a 95% performance guarantee. How does it work? If a system generates less than 95% of the annual energy we forecasted upon testing, we’ll cover the shortfall.

𝐒𝐜𝐚𝐥𝐞 𝐘𝐨𝐮𝐫 𝐁𝐮𝐬𝐢𝐧𝐞𝐬𝐬
With Performance Assurance, our solar experts become an extension of your team so that you can grow and manage your portfolio at a fraction of the cost of hiring additional staff. You’ll have a dedicated portfolio manager—backed by a full team—tracking the health of your assets.

𝐈𝐧𝐭𝐞𝐥𝐥𝐢𝐠𝐞𝐧𝐭 𝐈𝐬𝐬𝐮𝐞 𝐃𝐞𝐭𝐞𝐜𝐭𝐢𝐨𝐧
Our AI-powered proprietary technology can detect and diagnose even minor issues that hinder performance. Using data from monitoring platforms and layering our technical capabilities, we filter out false alerts, allowing our team to respond immediately when action is required.

𝐑𝐞𝐦𝐨𝐯𝐞 𝐆𝐞𝐨𝐠𝐫𝐚𝐩𝐡𝐢𝐜 𝐋𝐢𝐦𝐢𝐭𝐚𝐭𝐢𝐨𝐧𝐬
Our vetted nationwide field service network covers over 33,000 zip codes, giving you unlimited geographic growth potential. All work is coordinated and reviewed by our team for quality, so you’ll have peace of mind knowing your assets are in good hands.

𝐒𝐭𝐫𝐞𝐚𝐦𝐥𝐢𝐧𝐞 𝐑𝐞𝐩𝐨𝐫𝐭𝐢𝐧𝐠
We provide easy access to centralized reporting for all system and performance data across your portfolio. Our reports ease the burden of consolidating data from different systems and providers, streamlining performance reporting and annual financial and ESG reporting.

𝐏𝐞𝐫𝐟𝐨𝐫𝐦𝐚𝐧𝐜𝐞 𝐀𝐬𝐬𝐮𝐫𝐚𝐧𝐜𝐞 𝐏𝐥𝐚𝐧𝐬
Find the right complement to your business with our customizable Performance Assurance Plans. All plans include dedicated experts who work with you to drive the performance of your solar assets—so you can rest assured that your investments are protected.

About Omnidian

Omnidian, 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.

Privacy

California-based candidates: To understand more about the data we collect and process as part of your application, please view our California Job Candidate Privacy Policy. https://www.omnidian.com/privacy-policy-ca-candidates/

Diversity and Inclusion

We strongly believe that diversity of experience, perspectives, and background will lead to a better environment for our employees and a better product for our customers. We are committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. We value diversity and inclusion and are committed to ensuring our hiring and retention practices, as well as our office culture, reflects this value.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Omnidian is an equal opportunity employer. We are committed to diversity in the workplace. We make employment decisions on the basis of merit and business need. We hire without consideration to age, ancestry, citizenship, disability, gender expression, gender identity, marital status, national origin, political activity or affiliation, race, religion, sexual orientation, veteran status, or any other basis protected by law.

We invite you to be part of our mission to create a workplace that is inclusive and welcoming to all.

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

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

Ability to communicate with customers in Spanish via phone and email (if fluent, see our Bilingual job posting)

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 driven team that believes in collaboration, mutual respect and trust. For examples, come Discover our Story!

Grow With Us

We mentor and invest in our employees and prioritize them for future opportunities. Check out our Instagram reels to see a few career journey examples

Internal candidates: Check out our advice on Internal Transfer: Job Application Process

Here are the roles in this career track:

Technical Solar Expert

Senior Technical Solar Expert

Customer Experience Specialist

Senior Customer Experience Specialist

Technical Support Supervisor

We’re a fast-growing startup, which means we’re constantly reinventing processes, adding new products, and asking people to use all of their skills and talents. That means there’s gonna be a lot of opportunities for you to grow, which also means you will likely be stretched in ways you’ve never experienced in a job before. If you are resilient, determined, and not afraid of a big challenge, come apply.