Customer Support Specialist - Clean Energy

GuruLink; San Francisco (CA); Hybrid; USD 55,000 - 75,000; Full time

Job summary

GuruLink in San Francisco, CA, is seeking a Customer Support Specialist to be the first point of contact for customers in the residential energy space. This on-site/hybrid role focuses on resolving questions, troubleshooting product configurations and guiding users through features.

You’ll resolve first-line technical issues, coordinate with technical or field teams when needed, and own the customer experience through resolution. Strong communication and multi-system management are essential.

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
• 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

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 customer support

Residential energy knowledge

Written and verbal communication

Active listening

Problem-solving

Multi-system management

Help desk software

Microsoft Office

Tools

Help desk software

Microsoft Office

Job description

Location: San Francisco, California

Customer Support Specialist – Clean Energy

Location: San Francisco, CA — 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 the San Francisco area.

You’ll be the first point of contact for customers, helping answer questions, troubleshoot product or configuration issues, and guide users through product features and functionality. You’ll resolve first-line technical issues directly and coordinate with technical or field teams when more advanced support is required, while owning the customer experience through resolution.

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:

Nice to Have

• 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