Product Support Specialist

Optiwatt; San Francisco (CA); Remote; USD 150,000 - 200,000; Part time

Job summary

A leading technology company seeks a part-time Product Support Specialist to join their remote User Success team. This role offers an opportunity to engage in user support while developing technical skills in a fast-paced and mission-driven environment focused on climate change. Ideal candidates will demonstrate excellent communication and organizational prowess, along with a passion for technology and user advocacy.

Qualifications

• Demonstrated ability in a customer-facing role with technical support.
• Excellent written and verbal communication skills.
• Strong organizational skills and attention to detail.

Responsibilities

• Handle high-volume ticketing, troubleshooting, and create bug reports.
• Track issues, provide updates, and follow up on long-standing tickets.
• Share insights and suggestions for improving Help Center content.

Skills

Customer-facing skills

Excellent written and verbal skills

Strong organizational skills

Technical proficiency

Tools

Ticketing systems (e.g., Zendesk)

SQL

Job description

Company Description

Optiwatt’s mission is to motivate and empower consumers to connect smart devices to the electrical grid so they can have more reliable electricity, save money and reduce their carbon footprint. We achieve this goal by being the best at building technology experiences and making it easy for consumers to get rewarded.

We focus on creating a positive work environment to empower our team members to grow and shine while helping push forward a meaningful mission.

The Role

Our User Success team is looking to grow our team by bringing on our first Product Support Specialist. This is a remote part-time role with tons of growth opportunity. The expected time commitment is 20 hours per week. While we spend a majority of time in the user support ticketing queue, we also have several areas of expertise to develop your knowledge in. We want someone who loves to champion our users’ requests, develop their technical support skills, and learn about a fascinating and rapidly-changing industry that’s helping to fight climate change.

What You’ll Do:

• Take on high-volume ticketing, troubleshooting, and creating bug reports
• Track reported issues you’ve tested and validated, and then provide proactive updates to our users
• Provide quality responses that supply the user with next steps and earn glowing user feedback
• Share new learnings with your team by raising awareness of trends and concerns in the moment within Slack and in weekly meetings
• Submit suggestions for updates to Help Center content and flag outdated content in macros, ticketing workflows, and product articles
• Follow up on long-standing tickets, reaching out to technical teams for updates on repair statuses

You Will Be Successful Here By:

• Demonstrating excellent follow through, judgment, and common sense. You have a “make it happen” approach to work and maintain a growth mindset.
• Finding opportunities for efficiency gains and taking initiative to propose and implement impactful solutions.
• Passionately searching for solutions and advocating for the needs of our users.
• Maintaining strict confidentiality regarding employee, user, and company information.
• Staying on task and following outlined processes.

Required Skills and Experience

• Have demonstrated ability in a customer-facing role, ideally involving technical support
• Excellent written and verbal skills
• Strong organizational skills and attention to detail
• Demonstrate well-rounded technical proficiency with both mobile and web platforms

Preferred Skills and Experience

• Have previous experience with a ticketing system (bonus points for Zendesk)
• Have previous experience writing queries using SQL
• Enjoy the challenge of helping our users and are capable of providing outstanding support for a userbase that is growing exponentially
• Are adaptable, self-motivated, and have great time management skills
• Have a strong passion for climate tech and/or the DERMs space, and connect personally with Optiwatt’s mission to motivate and empower consumers to connect smart devices to the electrical grid so they can have more reliable electricity, save money, and reduce their carbon footprint

Pay & Benefits

$20 - $25 hourly (annual equivalency $41,600 - $52,000). This range reflects base compensation only and does not include equity or benefits. Your recruiter can share more details about the full compensation package, including the range specific to your location, during the hiring process.

Location

Remote