Tier 2 Support Specialist

Responsibilities

• Complete a multi-week formal training program to prepare you for handling inbound calls as frontline support for product and service inquiries
• Respond to customer calls through a call queue, delivering high-quality technical support for Stem's products and services across hardware and software platforms
• Diagnose and resolve technical issues by identifying problems, researching solutions, and guiding both technical and non-technical end users through troubleshooting processes
• Escalate complex cases to Tier 3 support, development, and engineering teams as needed
• Partner with team members and internal stakeholders to address customer support issues across electronic hardware and software as a service (SaaS) platforms via phone, email, and support ticketing systems
• Maintain thorough and detailed documentation of all customer interactions to ensure that any team member can seamlessly continue to provide effective support.
• Ensure all service requests are followed up on and closed effectively
• Collaborate with Stem's Engineering and Development teams to escalate cases, resolve bugs, assist with the implementation of customer features, and support product development.
• Identify opportunities to improve support practices and processes
• Build and maintain strong relationships with customers and internal teams
• Other duties as assigned
• REQUIRED QUALIFICATIONS:
• High School Diploma or GED
• 1+ years' experience in customer service
• Excellent written and verbal communication skills
• Ability to work rotating weekend shifts after the training period is complete
• Comfortability operating in a phone-based support environment
• Willingness to leverage AI tools as part of daily support workflow
• Strong organizational and technical skills
• Proficiency with Windows operating system and Microsoft Office (Word, Excel, Outlook)

Requirements

• We're looking for someone who is passionate about renewable energy, dependable, maintains good attendance, works well in a team environment, and brings a cooperative and respectful attitude.
• Associate's degree in electrical engineering or related field
• Prior experience in high-volume technical support call center environment
• Experience with or knowledge of technical products or SaaS support
• Familiarity with electrical wiring or mechanical experience
• Basic IT experience (desktop support, phone, or email support)
• Work Environment:
• Office Setting, primarily in cubicles.
• Moderate to high noise levels (i.e. business offices with computers, phones, printers, moderate traffic).
• Ability to sit or stand (standing desk provided upon request) at a computer terminal for an extended period.
• Location: This position is "onsite" in our Broomfield Col

Additional Information

About Stem - Driven by human and artificial intelligence - Stem is unlocking energy intelligence. Stem is a global leader reimagining technology to support the energy transition. Turning complexity into clarity, and potential into performance. We help asset owners, operators and stakeholders benefit from the full value of their energy portfolio by enabling the intelligent development, deployment, and operation of clean energy assets. Our integrated software suite, PowerTrack, is the industry standard and best-in-class for asset monitoring, supported by professional and managed services, under one roof. Meant to tackle challenges as seamlessly as possible, Stem shows the information needed clearly and accurately and helps harness raw data to inform actionable insight. With global projects managed in 55 countries - from Germany to Japan and across North America - customers have relied on Stem for nearly 20 years to maximize the value of their clean energy projects. Stem's culture embodies diversity & inclusion beyond the traditional facets of gender, ethnicity, age, disabilities, and sexual orientation to include experience, personality, communication, workstyles, and more. At our core, Stem is at the momentous intersection of clean energy and software technology where diverse ideas, experiences, and professional skills converge to make the inclusive culture we have today. Together, we are turning old school thoughts about software and energy into progressive, collaborative, and innovative solutions. By joining our team, you will be collaborating with data scientists, energy experts, skilled salespeople, thought-leading executives and more from a range of backgrounds. This intersection of ideas, beliefs, and skills is what makes us unique enough to lead the world's largest network of digitally connected energy storage systems.

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