Customer Experience Specialist — Home Energy & Solar

dcbel Inc; San Francisco (CA); On-site; USD 52,000 - 76,000; Full time

Job summary

dcbel Inc. is seeking a Customer Support Specialist to assist customers with level 1 troubleshooting for dcbel Ara products and coordinate level 2 support when required.

You will resolve queries and guide users through features via chat, calls and email, owning the customer experience through resolution. The role requires excellent communication, understanding of residential energy, and familiarity with help desk software, with a shift schedule including some evenings and weekends.

Qualifications

• Front-line customer support or equivalent experience.
• Good understanding of residential solar and storage products and home operations.
• Proficient with Microsoft Office (Word, Excel, Outlook).
• Structured shift schedule including evenings and weekends.

Responsibilities

• Respond to customer inquiries by phone, email, or live chat with accuracy and professionalism.
• Diagnose configuration or product issues based on customer setup.
• Engage with customers to manage their products and improve each interaction.
• Meet SLAs for response time by email, chat and phone.
• Provide Level 1 troubleshooting and escalate to Level 2 when needed.
• Update CRM and knowledge base with customer discussions and resolutions.
• Monitor complaints and proactively resolve issues across channels.
• Share customer feedback with Product and Engineering.
• Provide status updates on orders and service knowledge requests.
• Collaborate with Sales and Field Operations to meet customer service expectations.

Skills

Customer support

English

Spanish

Communication

Active listening

Multitasking

Tools

Help desk software

Microsoft Office

Job description

dcbel Inc. is seeking a Customer Support Specialist to assist customers with level 1 troubleshooting for dcbel Ara products and coordinate level 2 support when required.

You will resolve queries and guide users through features via chat, calls and email, owning the customer experience through resolution. The role requires excellent communication, understanding of residential energy, and familiarity with help desk software, with a shift schedule including some evenings and weekends.