Tier 1 Partner Support Specialist

Who We Are

Enerflo is a growing B2B SAAS company currently disrupting the residential solar sales and installation industry. Enerflo is on a mission: Make solar affordable for, and available to, every human on the planet. It’s a simple but lofty goal that drives Enerflo’s employees every day. We invite you to join us and grow with Enerflo.

Who You Are

We are seeking a technically proficient Tier 1 Partner Support Specialist with a strong commitment to providing quality customer support. The Tier 1 Partner Support Specialist will serve as the first point of contact for our partners seeking assistance. You will provide support through various channels such as phone, email, and chat, assisting partners with troubleshooting, problem resolution, and guidance on our product. The ideal candidate will have excellent communication and collaboration skills, technical proficiency, and a strong commitment to customer satisfaction. Experience in the solar industry is an asset but not required. 

This position, like our entire team, is 100% remote. This means we expect our employees  to "bring your own equipment". You'll need a reliable internet connection and computer capable of running modern software. Working hours are flexible but we expect you to be available to collaborate with your teammates as appropriate during business hours and to participate in regular Slack and Zoom meetings. Pay will start at $36,000.00 and will increase to $50,000.00 after a probationary  90 day period.  

At this time, we are only able to consider candidates located in the following states: AZ, CA, CO, FL, MO, NJ, NY, NC, OH, OK, OR, PA, TX, UT, VA, or WA.

Responsibilities:

• Possess a deep knowledge of Enerflo software – training is provided. 
• Respond to partner inquiries via chat, phone call, text message, and emails, adhering to established SLA’s.
• Collaborate with partners to schedule and attend meetings to address complex issues when necessary.
• Partner with Tier 2 specialists to resolve escalated technical problems with partners.
• Effectively handle partner requests, identify those that require escalation and direct tickets to the appropriate internal teams.
• Participate in onboarding meetings with new partners, ensuring a smooth support transition process.
• Employ strong problem-solving and critical thinking skills in order to diagnose and resolve partner issues efficiently.
• Maintain clear and concise written and verbal communication with partners throughout all interactions.
• Foster positive and professional relationships with partners, building trust, and rapport.
• Track and analyze partner feedback and concerns. Identify trends and areas for improvement in product or service offerings.
• Collaborate with team members and supervisors to communicate trends and concerns to appropriate teams.
• Collaborate with support leadership, Tier 2, and Partner Success team to develop solutions and enhancements based on partner needs.
• Participate and complete additional projects as assigned.

Requirements

• High school diploma or equivalent; additional certifications or relevant coursework is a plus. 
• Proven experience in a customer service or technical support role, or a similar role.
• Strong problem solving skills, both verbal and written. 
• Excellent communication skills, both verbal and written. 
• Ability to multitask and prioritize workload in a fast-paced environment.
• Basic understanding of computer systems and software applications. 
• Flexibility to work shifts, including weekends and holidays if required. 

Benefits

• Unlimited PTO
• Medical, dental, vision, and HSA
• 401(k)
• Competitive salary and comp plans
• Remote work
• Awesome culture with growth opportunities

Join us at Enerflo and be part of a forward-thinking team driving innovation in the renewable energy sector. As a remote-first company, we offer flexibility and autonomy, empowering you to excel in your role while contributing to our collective success. Bring your passion for quality and collaboration to Enerflo and help shape the future of solar energy. Apply now!

Enerflo provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.