Technical and Customer Support Specialist

Description

With more than 20 years of experience developing and installing renewable energy solutions in Utah, Gardner Energy is one of the state’s longest operating solar companies. Built on decades of local credibility, a strong brand, and a renewed focus on scalable, high quality solutions, Gardner Energy is expanding aggressively across Utah’s residential and commercial energy markets.

We are seeking a Technical and Customer Support Specialist to serve as the frontline, first point of contact for the business. This role is responsible for answering inbound phone calls, general emails, and online inquiries, providing timely, knowledgeable, and professional support to customers, partners, and prospective clients across all Gardner Energy business units. The Specialist will resolve routine questions and service requests whenever possible, accurately document and route more complex issues, and ensure clean, executive ready intake for escalation.

In addition to remote support, this role will also provide light front desk and administrative support for in person visitors, helping ensure a professional, well organized experience for anyone visiting the office.

• Advanced Electrical Services (AES) – commercial and industrial electrical services
• Reliability & Critical Power – UPS systems, generators, service, and maintenance
• Commercial Renewables – commercial solar and energy storage projects
• Residential Renewables – residential solar and home energy solutions

The ideal candidate combines technical aptitude, strong customer service and communication skills, and organizational discipline—enabling high first contact resolution, accurate intake, and smooth handoffs when escalation is required. When capacity allows, this role may also provide general administrative and leadership support across the organization.

• Serve as the frontline contact for all inbound phone calls, emails, and web/chat inquiries across Gardner Energy.
• Respond professionally, promptly, and accurately to a wide range of customer needs including:
  Service questions, troubleshooting requests, project inquiries, new sales opportunities, status updates and general support
• Develop working knowledge of Gardner Energy’s core services, technologies, and project types to resolve customer inquiries directly whenever possible and provide clear explanations in non-technical terms
• Use structured questioning to diagnose needs, clarify scope, and determine the appropriate resolution path.
• Achieve +90% first-contact resolution for calls and digital inquiries that can be resolved remotely once fully onboarded and trained.

• Collect complete, accurate, and decision-ready information including:
• Customer details and site information
• Equipment, system, or service involved
• Urgency, constraints, and customer expectations
• Photos, documentation, or history when applicable
• Provide initial estimates, pricing guidance, or scope clarity where appropriate and approved.
• Correctly identify and route residential service work, commercial contract service calls, new project opportunities, and Tier 1 / strategic sales leads
• Maintain clear, concise documentation of all interactions in the CRM or ticketing system.
• Achieve +90% of direct hand-off to the relevant project/operations coordinator for execution without rework by Sales, Engineering, or Operations.
• Perform other duties as required or assigned.

• 2+ years in technical support or help desk roles for highly technical products or services, or equivalent specific field service work in one or more of Gardner Energy service segments (Electrical services, Solar or renewable energy, Critical power / UPS / generators)
• Strong customer service orientation with excellent verbal and written communication skills.
• Demonstrated ability to learn technical systems and concepts quickly.
• Comfort interacting with both residential…