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Emporia · 23 hours ago

Customer Support Specialist

Littleton, CO

Full-time

Onsite

New Grad, Entry Level

$25/hr - $25/hr

Emporia is accelerating the energy transition by helping small commercial and residential consumers save on their utility bills. The Customer Support Specialist will be the primary point of communication between the company and its customers, providing assistance with support requests and ensuring an exceptional customer experience.

Electrical DistributionEnergyEnergy EfficiencyManufacturingSmart Home

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, especially those who require additional support due to a suboptimal experience with our product

Provide feedback and customer experience insights to team members

Assist the support team with any questions, walkthroughs, explanations of the product, and technical details

Qualification

Communication skillsComfortable with technologyEmpathyCustomer serviceProblem-solving

Required

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 cover letter and resume are required to be considered for this position

New employees will be required to successfully complete a background check