Product Support Representative III
To see similar active jobs please follow this link: Remote Customer Success jobs
About Aurora Solar
Aurora is on a mission to create a future of solar for all. Our award-winning software puts the power of data and technology into the hands of every solar professional to make solar adoption simple and predictable. Our software has designed millions of solar projects so far, empowering solar companies to sell, design, and install residential and commercial solar arrays accurately, seamlessly, and at scale.
We are a remote-first collaborative team of sustainable energy enthusiasts who love what we do. We’ve been named one of 'The Best Mid-Sized Remote Companies To Work for in 2024' by BuiltIn.com and have been recognized for the second time as a Certified Green Business (CGB) with the city of San Francisco. We’re in this together to support the world’s transition to solar.
About the Role
As a Product Support Representative III at Aurora Solar, you will be responsible for ensuring that our customers are set up for success by resolving complex issues and inquiries that are escalated by our Customer Support Representatives. In addition, you will play a key role in shaping our product design and direction by communicating customer feedback to our Engineering and Management teams. If you have a passion for working with people and are enthusiastic about the technical and business aspects of the solar industry, we would be delighted to hear from you.
Your Impact
Reply to inbound customer inquiries and reported issues through our ticketing and chat system
Conduct screen share sessions with customers to troubleshoot issues they encounter while using the product and provide actionable tips to help them resolve the issue
Deep-dive into suspected bugs and if necessary, escalate to the next-level team using standardized escalation paths while maintaining communication with the customer
Assist with new-hire onboarding
Identify current challenges within the team and collaborate with your manager to come up with viable solutions
Contribute towards creating and maintaining internal and client-facing documentation
Occasional special projects as needed
What You Bring
At least 3 years of technical experience
Excellent written and verbal communication skills
Works well in a virtual team environment
A learning mentality and enjoys satisfying curiosity by figuring out how things work
Demonstrated interest in solar technology
Passion for improving procedures, documentation, and efficiency
Business-level proficiency in German and English
Language Requirement: Proficient in both written and spoken English. We kindly request that your resume be submitted in English, preferably
Nice to Haves
Solar experience/knowledge
Experience in a startup environment
Knowledge of Zendesk
BA/BS degree in a relevant field
Experience with some type of 3D Design or Modeling platform
Where Aurorans are: Aurora currently has teams within the US, Canada, Mexico, and Germany with additional locations on the horizon. We’re united in our work to support the world’s transition to solar!
Aurora is dedicated to building a diverse and inclusive workforce of people who believe in and are passionate about creating a future of solar energy for all. We are an equal opportunity employer, we welcome and consider qualified applicants regardless of gender identity, sexual orientation, race, religion, age, national origin, citizenship, pregnancy status, veteran status, or any other differences. We encourage you to apply even if you believe that you do not meet all of the above criteria!
Aurora is committed to creating an inclusive and accessible experience for all candidates. If you require a reasonable accommodation that would better enable your success during the application or interview process, please complete this form.
For San Francisco applicants: Pursuant to the San Francisco Fair Chance Ordinance, we will consider qualified applicants with arrest and conviction records for employment.
About the job
Product Support Representative III
To see similar active jobs please follow this link: Remote Customer Success jobs
About Aurora Solar
Aurora is on a mission to create a future of solar for all. Our award-winning software puts the power of data and technology into the hands of every solar professional to make solar adoption simple and predictable. Our software has designed millions of solar projects so far, empowering solar companies to sell, design, and install residential and commercial solar arrays accurately, seamlessly, and at scale.
We are a remote-first collaborative team of sustainable energy enthusiasts who love what we do. We’ve been named one of 'The Best Mid-Sized Remote Companies To Work for in 2024' by BuiltIn.com and have been recognized for the second time as a Certified Green Business (CGB) with the city of San Francisco. We’re in this together to support the world’s transition to solar.
About the Role
As a Product Support Representative III at Aurora Solar, you will be responsible for ensuring that our customers are set up for success by resolving complex issues and inquiries that are escalated by our Customer Support Representatives. In addition, you will play a key role in shaping our product design and direction by communicating customer feedback to our Engineering and Management teams. If you have a passion for working with people and are enthusiastic about the technical and business aspects of the solar industry, we would be delighted to hear from you.
Your Impact
Reply to inbound customer inquiries and reported issues through our ticketing and chat system
Conduct screen share sessions with customers to troubleshoot issues they encounter while using the product and provide actionable tips to help them resolve the issue
Deep-dive into suspected bugs and if necessary, escalate to the next-level team using standardized escalation paths while maintaining communication with the customer
Assist with new-hire onboarding
Identify current challenges within the team and collaborate with your manager to come up with viable solutions
Contribute towards creating and maintaining internal and client-facing documentation
Occasional special projects as needed
What You Bring
At least 3 years of technical experience
Excellent written and verbal communication skills
Works well in a virtual team environment
A learning mentality and enjoys satisfying curiosity by figuring out how things work
Demonstrated interest in solar technology
Passion for improving procedures, documentation, and efficiency
Business-level proficiency in German and English
Language Requirement: Proficient in both written and spoken English. We kindly request that your resume be submitted in English, preferably
Nice to Haves
Solar experience/knowledge
Experience in a startup environment
Knowledge of Zendesk
BA/BS degree in a relevant field
Experience with some type of 3D Design or Modeling platform
Where Aurorans are: Aurora currently has teams within the US, Canada, Mexico, and Germany with additional locations on the horizon. We’re united in our work to support the world’s transition to solar!
Aurora is dedicated to building a diverse and inclusive workforce of people who believe in and are passionate about creating a future of solar energy for all. We are an equal opportunity employer, we welcome and consider qualified applicants regardless of gender identity, sexual orientation, race, religion, age, national origin, citizenship, pregnancy status, veteran status, or any other differences. We encourage you to apply even if you believe that you do not meet all of the above criteria!
Aurora is committed to creating an inclusive and accessible experience for all candidates. If you require a reasonable accommodation that would better enable your success during the application or interview process, please complete this form.
For San Francisco applicants: Pursuant to the San Francisco Fair Chance Ordinance, we will consider qualified applicants with arrest and conviction records for employment.