Tier 2 Support Specialist

Stem, Inc.; Broomfield (CO); Presencial; USD 30 000 - 45 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Quarterly bonus

Health benefits from day one

401k program

PTO and holidays

Resumo da oferta

Stem, Inc. in Broomfield, CO, is seeking a Tier 2 Support Specialist to deliver high-quality technical support for Stem’s hardware and SaaS products. The role focuses on inbound calls, problem diagnosis, and customer issue resolution with a strong emphasis on collaboration across engineering and product teams.

Training precedes weekend shift rotation, and AI tools are embraced to improve efficiency. You will join a mission-driven company at the forefront of energy software, with comprehensive

Qualificações

• High School Diploma or GED is required
• 1+ years of customer service experience
• Excellent written and verbal communication skills
• Ability to work rotating weekend shifts after training
• Comfortable in a phone-based support environment
• Willingness to use AI tools in daily support
• Strong organizational and technical skills
• Proficiency with Windows OS and Microsoft Office (Word, Excel, Outlook)

Responsabilidades

• Handle inbound calls as frontline support for Stem’s products and services
• Respond to customer inquiries via call queue with high-quality technical support
• Diagnose and resolve issues by guiding users through troubleshooting steps
• Escalate complex issues to Tier 3 or engineering as needed
• Collaborate with internal teams to resolve customer issues across hardware and SaaS platforms
• Document all customer interactions for seamless handoffs
• Ensure follow-up and close service requests
• Assist engineering with customer feature requests and product bugs
• Identify opportunities to improve support practices and processes
• Build strong relationships with customers and internal teams
• Perform other duties as assigned

Conhecimentos

Customer service

Written communication

Verbal communication

Phone support

AI tools

Technical skills

Windows & MS Office

Formação académica

High School Diploma or GED

Associate's degree (preferred)

Descrição da oferta de emprego

About this position

About Stem - Driven by human and artificial intelligence – Stem is unlocking energy intelligence.

Stem is a global leader reimagining technology to support the energy transition. Turning complexity into clarity, and potential into performance. We help asset owners, operators and stakeholders benefit from the full value of their energy portfolio by enabling the intelligent development, deployment, and operation of clean energy assets. Our integrated software suite, PowerTrack, is the industry standard and best-in-class for asset monitoring, supported by professional and managed services, under one roof. Meant to tackle challenges as seamlessly as possible, Stem shows the information needed clearly and accurately and helps harness raw data to inform actionable insight. With global projects managed in 55 countries – from Germany to Japan and across North America – customers have relied on Stem for nearly 20 years to maximize the value of their clean energy projects.

Stem’s culture embodies diversity & inclusion beyond the traditional facets of gender, ethnicity, age, disabilities, and sexual orientation to include experience, personality, communication, work styles, and more. At our core, Stem is at the momentous intersection of clean energy and software technology where diverse ideas, experiences, and professional skills converge to make the inclusive culture we have today. Together, we are turning old school thoughts about software and energy into progressive, collaborative, and innovative solutions. By joining our team, you will be collaborating with data scientists, energy experts, skilled salespeople, thought-leading executives and more from a range of backgrounds. This intersection of ideas, beliefs, and skills is what makes us unique enough to lead the world’s largest network of digitally connected energy storage systems.

What We Are Looking For:

Stem is seeking a highly motivated Tier 2 Support Specialist to join our technical support team. This role provides high level technical and product support for Stem's customers while coordinating installations with internal teams and vendor partners. The ideal candidate will be customer-focused and collaborate effectively with cross-functional teams that support and contribute to client success.

We’re looking for someone who is passionate about renewable energy, dependable, maintains good attendance, works well in a team environment, and brings a cooperative and respectful attitude.

Responsibilities:

• Complete a multi-week formal training program to prepare you for handling inbound calls as frontline support for product and service inquiries
• Respond to customer calls through a call queue, delivering high-quality technical support for Stem’s products and services across hardware and software platforms
• Diagnose and resolve technical issues by identifying problems, researching solutions, and guiding both technical and non-technical end users through troubleshooting processes
• Escalate complex cases to Tier 3 support, development, and engineering teams as needed
• Partner with team members and internal stakeholders to address customer support issues across electronic hardware and software as a service (SaaS) platforms via phone, email, and support ticketing systems
• Maintain thorough and detailed documentation of all customer interactions to ensure that any team member can seamlessly continue to provide effective support.
• Ensure all service requests are followed up on and closed effectively
• Collaborate with Stem’s Engineering and Development teams to elevate cases, resolve bugs, assist with the implementation of customer features, and support product development.
• Identify opportunities to improve support practices and processes
• Build and maintain strong relationships with customers and internal teams
• Other duties as assigned

REQUIRED QUALIFICATIONS:

• High School Diploma or GED
• 1+ years’ experience in customer service
• Excellent written and verbal communication skills
• Ability to work rotating weekend shifts after the training period is complete
• Comfortability operating in a phone-based support environment
• Willingness to leverage AI tools as part of daily support workflow
• Strong organizational and technical skills
• Proficiency with Windows operating system and Microsoft Office (Word, Excel, Outlook)

PREFERRED QUALIFICATIONS:

• Associate's degree in electrical engineering or related field
• Prior experience in high-volume technical support call center environment
• Experience with or knowledge of technical products or SaaS support
• Familiarity with electrical wiring or mechanical experience
• Basic IT experience (desktop support, phone, or email support)
• Office Setting, primarily in cubicles.
• Moderate to high noise levels (i.e. business offices with computers, phones, printers, moderate traffic).
• Ability to sit or stand (standing desk provided upon request) at a computer terminal for an extended period.

Location:

This position is "onsite" in our Broomfield Colorado Office

To learn more about Stem, visit our stem.com where you’ll find information about our solutions, technology, partners, case studies, resources, latest news and more. Here are some relevant links:

At Stem, you will work in a growing, innovative, mission-driven company with talented colleagues that have a passion for building renewable energy systems.Stem offers competitive compensation as well as a comprehensive set of benefits to support the health and wellness of our employee including:

• A competitive compensation package, including eligibility for a quarterly bonus
• Full health benefits on the first day of employment (several medical plan options-HDHP and PPO, dental plans, FSA/HSA-with employer contribution, employer paid vision/LTD/STD/Life, variety of voluntary coverage)
• 401k (pre- or post-tax) on first day of employment
• 12 paid calendar holidays per year
• 3 weeks of PTO per year that begins accruing day one
• 80 hours of paid sick leave

Stem, Inc . is an equal opportunity employer committed to diversity in the workplace and does not discriminate against any employee or applicant for employment because of race, color, sex, pregnancy, religion, national origin, ethnicity, citizenship, sexual orientation, gender identity, age, marital status, disability, genetic information, military status, protected veteran status or any other factor protected by applicable federal, state or local laws.

The pay range for this role is:

22 - 33 USD per hour(US National)