Customer Support Specialist

Summary: Emporia Energy is striving to become the world's leading home energy management platform. The Customer Support Specialist will handle various support requests, providing an exceptional customer experience and assisting customers with product-related inquiries and troubleshooting. Responsibilities: - Handle hundreds of daily support requests through various channels, including phone, in-app/web chat, email, web form submissions, and social media - Assist customers with pre-sales questions about how our products work to live diagnostics and troubleshooting of devices - Communicate with customers with an understanding and empathetic voice, especially those who require additional support due to a suboptimal experience with our product - Provide feedback and customer experience insights to team members as the primary point of communication between the company and its customers - Assist the support team with any questions, walkthroughs, explanations of the product, and technical details Required Qualifications: - Strong communication skills - Reading: Comprehending customer requests, understanding problems and potential troubleshooting steps with limited information provided by customers - Writing: Sending dozens of written messages daily to customers and non-customers via chat/email/messaging systems - Phone/Speaking: Ability to communicate with customers worldwide and discuss technical details (no secondary language/translation skills required) - Comfortable with technology, including Smartphones/Apps, Web and Web applications, 'Cloud'-based services, WiFi, and IoT (Internet of Things). Detailed technical experience is not required, but you should be flexible and eager to learn the specific aspects of the job position - Full-time, on-site presence required - Hours of operation: 8-5/M-F (subject to change as business needs dictate) - A resume is required to be considered for this position - New employees will be required to successfully complete a background check - Applicants must have authorization to work with the U.S. without sponsorship. Sponsorship for this position is not available Required Skills: communication skills Important Skills: Comfortable with technology Nice-to-Have Skills: Empathy, Customer service, Problem-solving Benefits: Medical/dental/vision insurance, 401(k), Employee stock option program, Paid holidays plus unlimited PTO, Discounts on Emporia products and partner offerings