Frontline Customer Support - Clean Energy (SF/Hybrid)

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

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.