AddressAbout Omnidian
Omnidian is building a more sustainable future for the planet. We assure that IoT-enabled distributed energy assets perform at their best through our passionate teams, our innovative technology, and by creating an amazing customer experience. We're a well-funded, growth-stage company offering the potential for enormous impact, both on our products and on the world.
We are headquartered in Seattle, and are a remote first organization.
About this role
The Operations Associate will help Omnidian deliver a fantastic customer experience. In this position you will help identify and resolve performance issues with residential solar systems and provide technical support to customers and service technicians.
What You'll Do
- System Monitoring and Problem Diagnosis
- Monitoring: process data files; review and triage system alerts
- Problem diagnosis: using Omnidian tools and standard operating procedures, diagnose system problems and resolution paths
Customer Support- Customer Engagement: respond to customer inquiries (email, phone)
- Answer inbound phone calls and provide helpful customer support
- Outbound communications (phone and email) to update customers on problem resolution
Technical Support- Follow procedures and instruct homeowners to provide remote technical support to resolve system problems.
- Field calls from technicians during site visits to provide technical support and DAS portal verifications as needed.
Service Ticket Management- Service Coordination: Use ZenDesk to open and track tickets to resolve detected issues. Work closely with clients and field service partners to ensure all issues are resolved and tickets closed in a timely manner.
Financial Management- Manage and approve payments to field services partners
- Submit and manage claims against product & workmanship warranties
- Manage electronic payments from system owners
Field Service Management- Assist in the coordination & management of service activities with partners in our field service network.
- Ensure tickets are resolved within Service Level Agreements
Continuous Improvement- Standard Operating Procedures: critically (and proactively) evaluate processes and procedures to identify continuous improvement opportunities; implement and document improvements; collaborate with internal teams and external vendors/partners to improve operations
Who You Are
- Time Management & Organization
- Highly organized and process oriented
- Strong ability to manage multiple priorities
Problem Solving- Ability to independently make decisions and solve problems
- Exercises good judgment. Takes ownership of issues or questions and will follow up and/or escalate problems as appropriate.
Attitude & Working Style- Passion for learning new skills and concepts
- Strong attention to detail and accuracy
- Ability to remain productive with tasks that may be repetitive
- Ability to stay cool under pressure
Communication- Excellent written and verbal communication skills
Continuous Improvement- Embraces change and can adapt to the needs of the business and team
- Able to build scalable processes and tools in a growing organization.
Education and Experience
- Bachelor’s degree (preferred)
- 1-3 years of professional experience
- Previous telephone-based customer service experience is highly valued
- Basic understanding of residential solar technology and industry
- Previous experience in solar asset management is highly valued.
- Proficient with G Suite or Microsoft Office
- Experience working within CRM applications preferred, with Zendesk experience highly valued.
Work-Life at Omnidian
- We are based in Seattle, but have employees who work from [16] different States in the USA.
- We’re building a presence in the Australian market. In 2023, we’ll be working remotely before establishing a base of operations in Australia in 2024.
- We provide outstanding benefits that we are continually improving upon, including family medical, dental, vision, disability, parental leave, unlimited PTO, paid sabbatical leave, transit and 401(k)
- We offer a competitive total compensation package that includes a bonus and equity for every employee
- We are a passionate, mission driven team that believes in collaboration, mutual respect and trust
We strongly believe that diversity of experience, perspectives, and background will lead to a better environment for our employees and a better product for our customers. We are committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. We value diversity and inclusion and are committed to ensuring our hiring and retention practices, as well as our office culture, reflects this value.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
Omnidian is an equal opportunity employer. We are committed to diversity in the workplace. We make employment decisions on the basis of merit and business need. We hire without consideration to age, ancestry, citizenship, disability, gender expression, gender identity, marital status, national origin, political activity or affiliation, race, religion, sexual orientation, veteran status, or any other basis protected by law.
