Customer Support Specialist - Clean Energy

GuruLink; Montreal (administrative region); On-site; CAD 42,000 - 56,000; Full time

Job summary

GuruLink in Montréal is seeking a Customer Support Specialist to join a fast-growing clean-energy technology company serving residential energy customers. You will handle inquiries by phone, email and live chat, diagnose basic product issues and provide first-line troubleshooting.

This role requires strong communication, active listening, and ability to manage multiple systems while escalating complex problems to technical teams.

Qualifications

• 1+ year of front-line customer support or customer success experience.
• Basic knowledge of residential energy and electrical concepts.
• Excellent written and verbal communication skills.
• Strong active listening, customer-service and problem-solving skills.
• Comfortable troubleshooting with customers and escalating issues when necessary.

Responsibilities

• Support customers by phone, email and live chat.
• Diagnose basic product, configuration and residential-energy issues.
• Provide first-line troubleshooting and elevate more complex issues to technical or field support.
• Help customers understand and manage their products and services.
• Meet established customer-support response times and service levels.
• Document customer interactions, technical issues and resolutions in the CRM and knowledge base.
• Proactively address customer concerns and complaints.
• Gather customer feedback and share recurring issues with internal teams.
• Work closely with Sales, Field Operations, Product and Engineering to deliver an excellent customer experience.

Skills

Front-line support

Customer success

Communication

Active listening

Troubleshooting

Multi-system handling

Help desk software

Microsoft Office

Self-motivation

Tools

CRM software

Ticketing system

Microsoft Office

Job description

Location: Montreal, Quebec

Location: Montréal, QC — On-site/Hybrid

Type: Full-time

We’re working with a fast-growing clean-energy technology company developing innovative products for the residential energy market. They’re looking for a Customer Support Specialist to join their team in Montréal.

What You’ll Do

• Support customers by phone, email and live chat.
• Diagnose basic product, configuration and residential-energy issues.
• Provide first-line troubleshooting and elevate more complex issues to technical or field support.
• Help customers understand and manage their products and services.
• Meet established customer-support response times and service levels.
• Document customer interactions, technical issues and resolutions in the CRM and knowledge base.
• Proactively address customer concerns and complaints.
• Gather customer feedback and share recurring issues with internal teams.
• Work closely with Sales, Field Operations, Product and Engineering to deliver an excellent customer experience.

Must Have Skills

What We’re Looking For

• 1+ year of front-line customer support or customer success experience (we have multiple headcount at various seniority levels).
• Basic knowledge of residential energy and electrical concepts.
• Excellent written and verbal communication skills.
• Strong active listening, customer-service and problem-solving skills.
• Comfortable troubleshooting with customers and escalating issues when necessary.
• Able to manage multiple systems and customer interactions simultaneously.
• Familiarity with help desk software and Microsoft Office.
• Self-motivated, professional and comfortable working with minimal supervision.

Nice to Have Skills

• Bilingual French/English.
• Experience or knowledge of residential energy, solar, battery storage, EV charging or electrical systems.
• Experience supporting technical products or services.
• Familiarity with help desk/ticketing software.
• Experience working with CRM and knowledge-base tools.
• Experience providing high-touch/white-glove support for premium products or services.