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Customer Support Agent

September 18, 2023

Team: Customer Support
Position: Full-time
Location: Littleton, Colorado
Compensation: Hourly $24.00 – $26.50

Job Description

We handle hundreds of support requests a day through a variety of channels including email, web form submissions, in-app/web chat, phone, and social media. These support requests can range from pre-sales questions about how our products work to live diagnostics and troubleshooting of devices and everything in between. Important to have an understanding and empathetic voice to communicate with customers, especially those who might be frustrated with a sub-optimal experience with our product. Most communications are related to the specific behavior of our products, but some general questions about power/energy, residential electrical systems, Internet of Things related topics will be submitted. As we continue to grow the company and product portfolio, some of additional topics of customer discussion will include electric vehicles, home batteries, residential solar production and more.

Responsibilities

  • Provide support services to our expanding list of current and future customers.
  • Comfortable with online communications/messaging as well as phone support.
  • Help provide the Emporia team with feedback and information from our customers.
  • Work with other members of the Emporia team to launch new products across the platform.
  • Excited to learn about residential electrical systems and a growing cloud-based energy management platform.
  • Share ownership of product quality and customer experience

Minimum Qualifications

  • Strong communication and team-building skills.
  • Ability to manage stressful situations in a calm and professional manner.
  • Willingness to learn concepts related to energy/power, cloud-based technologies and more if not familiar already. We’re willing to train the right candidate wherever needed, but the ability to learn new topics quickly will be needed.
  • Experience with computer platforms (Windows, Mac and/or Linux) as well as the ability to navigate and use a computer successfully for communication purposes. No development experience is required, however we spend most of our time working on computers – should be quite comfortable with them.