Technical Support Specialist

Brief Description of Sunnova

Sunnova (NYSE : NOVA) is an industry-leading adaptive energy services company focused on making clean energy more accessible, reliable, and affordable for homeowners and businesses.

At Sunnova, we embrace diverse perspectives, vibrant creativity and forward-thinkers who share our zeal for a sustainable future.

A career with us means pushing beyond traditional limits, exploring new horizons, collaborating with like-minded peers, and transforming the energy industry for the better.

If you're excited about being a part of the fastest-growing segment of the energy industry, we encourage you to apply!

Technical Support Specialist Position

As a Technical Support Specialist, you will be responsible for providing daily phone support to Sunnova' s 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.

The Technical Support Specialist position is an individual production position and reports directly to a Contact Center Supervisor.

The workday as a TSS may be segmented into several duties : inbound / outbound phone production, TSS agent mentoring and assistance, and customer email correspondence.

Specific daily goals, monthly goals and working shifts are subject to change at any time based solely on company needs.

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.
• All TSS are expected to provide extensive and exceptional customer service.
• A TSS is also expected to provide a seamless solution rendering experience to all customers and the entire Sunnova team.
• A TSS is expected to maintain and improve quality results by following company standards and recommending improved policies and procedures.
• A TSS follows the required interactive troubleshooting guide consistently to resolve the customer's service issue on the first call.
• A TSS researches and identifies trends in service / equipment problems and documents 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.
• Perform any other duties as assigned.

Minimum 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.
• PC skills : Microsoft Office - Excel, Word, & Outlook required.
• Flexible schedule, willingness to work weekends and / or evening shifts.

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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All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin.

We appreciate the capabilities of artificial intelligence (AI), and we are looking to hire real people. If you use AI for any part of the job application process, we highly encourage that you review any AI generated content to ensure your personality and unique capabilities are highlighted.

We reserve the right to disqualify candidates that we reasonably believe solely relied on AI generated content in the application process.

If you are selected for a position, your employment will be contingent upon submission to and successful completion of a post-offer / pre-placement drug test (and medical examination if required by the role) as well as pre-placement verification of the information and qualifications provided during the selection process.

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