Dcbel specializes in smart home energy systems that empower users to manage their energy supply through a single device. Backed by Real Ventures.
About the role
We’re looking for a Customer Support Specialist to assist our customers with level 1 troubleshooting when using dcbel’s Ara products and services, and coordinating level 2 technical support, when required. In this role you’ll resolve customer queries, recommend solutions, and guide users through features and functionality — communicating with customers through chat, calls and email. When required, you’ll escalate internally, but you’ll own the customer experience through to resolution. Found on 1752vc Careers, the job board for startup and VC roles.
What they're looking for
- Ensure exceptional customer satisfaction with accuracy and professionalism while responding to customer inquiries by phone, email, or live chat
- Understand the customer’s house setup and diagnose configuration or product issues
- Client engagement — help customers manage their products, focus on each customer experience and make every interaction meaningful
- Meet Customer Support SLAs for response time by email, chat and telephone
- Level 1 Problem solving — assist customers through basic troubleshooting to get to resolution
- Level 2 coordination – When required, escalate internally to obtain remote level 2 support and/or on-site field support
More about this role
dcbel Inc. (www.dcbel.energy) designs and sells residential products to make clean, efficient, and sustainable energy accessible to all — because everyone in the world deserves energy without compromise.
dcbel is at the leading edge of the residential energy revolution. Its products enable decentralized energy consumption and production through its vertically integrated suite of energy hardware and software products, and their supporting infrastructure.
Our flagship product, dcbel Ara, is a Home Energy Station that gives everyone ownership over their energy supply by using solar power to charge their EV and power their home, unlocking their EV’s battery for blackout protection, backup power (V2H) and grid services (V2G), and optimizing the energy flow between their solar panels, EVs, stationary battery and the grid.
The opportunity
We’re looking for a Customer Support Specialist to assist our customers with level 1 troubleshooting when using dcbel’s Ara products and services, and coordinating level 2 technical support, when required. In this role you’ll resolve customer queries, recommend solutions, and guide users through features and functionality — communicating with customers...
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