Customer Support Specialist

This role is located onsite in Littleton, CO.

About EmporiaEmporia is 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 EV chargers, smart outlets, home batteries and cloud integrations to a third-party smart home device, thermostat and smart appliances allow us to reduce pollution, shift usage to less expensive times and save our customers money.

Our MissionWe help people use energy smarter, save money, and improve the world-guided by four pillars:

• Customer Satisfaction:
  We listen to our customers and build products that elevate their lives.
• Optimization:
  We refine processes to offer the highest-quality products at the best value.
• Innovation:
  We continuously evolve through technology, ingenuity, and common sense.
• Making the World Better:
  We develop home electrification solutions that solve real problems and improve lives.

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 support requests can range from pre-sales questions about how our products work to live diagnostics and troubleshooting of devices and everything in between. 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'll often serve as the voice of the company, providing feedback and customer experience insights to team members. Emporia Energy is entirely focused on delivering an exceptional customer experience. With this focus paramount for all employees, every team member of the company is dedicated to assisting the support team with any questions, walkthroughs, explanations of the product, and technical details.

An innovative and passionate team focused on building the next generation of energy management tools, and dedicated to following it through. 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 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…