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Technical Support Lead

Omnidian

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See open jobs at Omnidian.See open jobs similar to "Technical Support Lead" Blue Bear Capital.

IT, Customer Service

Remote

Posted on Saturday, April 13, 2024

About Omnidian

Omnidian is building a more sustainable future for the planet. We assure that IoT-enabled distributed energy assets perform at their best by innovating through our people and culture, integrated technology, and by creating an amazing customer experience. We're a well-funded, growth-stage B Corp Certified company offering the potential for enormous impact, both on our products and on the world.

We are headquartered in Seattle, but are open to a remote location depending on role and if a candidate resides within the United States in a state in which we currently employ.

The Job

Omnidian’s Residential Operations Team is seeking a Technical Support Lead. If you are passionate about people engagement and creating a positive work environment for all employees, we are excited to meet you. We are looking for someone who is inspired to lead a team delivering outstanding customer experiences in technical customer support. You are curious about solving technical issues for customers while coaching and supporting your team to their highest potential.

Our ideal candidate will be able to lead and inspire their team. You will drive high accountability across the team and are a role model in this regard. This role will be involved in day-to-day technical support work while also executing the strategic vision of the team. Technical Support Leads will work closely with other leaders on the Technical Support Team, as well as support and coach a group of 5+ Technical Support Associates or Specialists through check-ins and functional support.

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:

Lead Responsibilities (30-50%)

Support day-to-day tasks of a team of Solar Performance Associates & Specialists
Coach and provide feedback for teammates on diagnosing and troubleshooting issues with systems using Resolv and external platforms
Hold regular 1:1 check-ins to stay close to questions, concerns, and risks
Partner with the manager on drafting semi-annual reviews
Escalate performance concerns, potential risks in retention, engagement, project timelines, and work quality to manager

Individual Contributor Responsibilities (50-70%)

Diagnose and troubleshoot issues related to solar systems and take appropriate troubleshooting actions
Support escalated cases and work internally to drive them to resolution
Learn, execute, and help implement improvements for existing and new processes
Work collaboratively with internal Residential Operations teams, including Portfolio Operations Managers, Field Service, Operational Success Team, and Client Success Managers

Who You Are

Highly organized
Strong interpersonal and leadership skills
Take ownership resolving issues to completion
Proactive communication skills
Keen attention to detail and accuracy

Experience You’ll Need

2+ years of solar experience, gaining in-depth knowledge of solar photovoltaic (PV) systems, including system design, installation, operation, and maintenance. Familiarity with solar inverters, panels, mounting systems, and monitoring software is essential.
Proven experience in providing technical support or customer service. You should have a track record of resolving technical issues, answering customer inquiries, and providing guidance on system optimization and troubleshooting.
6+ months of formal or informal leadership experience

Experience That's a Plus

CRM experience such as Zendesk or Salesforce Service Cloud
Extensive knowledge of Solar Storage Systems
NABCEP or similar solar technical certification
Ability to communicate to customers in Spanish via phone and email

Work-Life and Culture

All 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
If you are near one of our employee clusters, we offer one or more local gatherings per year
We provide outstanding benefits that we are continually improving upon, including family medical, dental, vision, disability, parental leave, 401(k) administration, thoughtful PTO, and paid sabbatical leave after four years
We offer a competitive total compensation package that includes monthly health insurance premiums, quarterly bonus 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, check out our posts What Makes an Ethical Company? and Why We’re Proud to Be a Certified B Corp

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 onInternal Transfer: Job Application Process
Here are the next roles in this career track:
Senior Technical Support Lead
Technical Support Manager
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.

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.