Customer Support Specialist

Customer Support Specialist

This role is located onsite in Littleton, CO.

Emporia Energy is striving to become the world's leading home energy management platform and build the largest virtual power plant. We are accelerating the energy transition by helping small commercial and residential consumers save up to 50% on their utility bills. We combine automated energy management tools, real-time 24/7 energy monitoring with utility rate schedules and wholesale energy prices to give our customers true insight into how they are using and spending money on energy.

Our Smart Outlets, EV chargers, home batteries, and cloud integrations to thermostat and EV APIs allow us to reduce pollution, shift usage to less expensive times, and save our customers money.

Emporia was founded in 2018 with a clear purpose to revolutionize home energy, generate tangible customer savings, and accelerate the transition to a lower carbon future. We are striving to become the world's leading home energy management platform and build the largest virtual power plant.

Values:

• Customers First:
  We deliver exceptional service with empathy and responsiveness, building lasting trust in every interaction.
• Own the Outcome:
  We think like owners, taking responsibility for results and holding ourselves and each other accountable.
• Win Together:
  We succeed together through honesty, humility and humanity.
• Grit Gets it Done:
  We work hard, stay passionate, and persevere through challenges.
• Better Every Day:
  We challenge the status quo, take smart risks and aim to improve 1% every day.

Role Overview and Responsibilities

We handle hundreds of daily support requests through various channels, including phone, in-app/web chat, email, web form submissions, and social media. These range from pre-sales questions about how our products work to live diagnostics and troubleshooting of devices. It is essential to have an understanding and empathetic voice when communicating with customers, especially those who require additional support due to a suboptimal experience with our product.

Most communications relate to the specific behavior of our products, but some general questions about power/energy, residential electrical systems, and Internet of Things-related topics will also be submitted. As we continue to grow the company and expand our product portfolio, some of the additional customer discussion topics will include electric vehicles, home batteries, residential solar production, and more.

As the primary point of communication between the company and its customers, we often serve as the voice of the company, providing feedback and customer experience insights to team members. Emporia Energy is focused on delivering an exceptional customer experience. Every team member is dedicated to assisting the support team with any questions, walkthroughs, explanations of the product, and technical details.

We're not looking for an expert in electrical engineering or software development; we're looking for an individual excited about joining a growing technology company that aims to make its mark on the energy industry and ensure our customers have the best experience available.

It's common to hear Emporia's CEO mention that Customer Support is the most critical team in the company. Don't believe us? It's painted on the walls of our office. We consider the happiness of our customers to be our top priority and provide the Customer Support team with all the necessary resources to make that happen.

Required Skills & 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…