L1 Support Agent

*** SOLO is always looking for exceptional talent to join our team so we’re building a pool of incredible candidates for anticipated hires. By submitting your application, you’ll be among the first to be considered when a position becomes available. There is not an application deadline at this time. ***

About SOLO:

At SOLO, we're not just building software, we're building a solar-powered future. We empower installers and sales teams to achieve unparalleled success, drive transformative sales performance, and ensure seamless consumer experiences. Our innovative software solutions are more than just business tools, they're revolutionizing the way solar energy is sold, bought, and embraced worldwide.

Job Description:

The Level 1 (L1) agent's primary purpose is to listen to and solve problems for our customers quickly and efficiently. L1 agents will work closely with Level 2 (L2) support agents to determine if an issue needs to be handled by L2 agents. L1’s measurements of success are customer satisfaction, possessing a basic understanding of all Solo products and services, understanding basic troubleshooting, and the ability to clearly communicate solutions to our customers. L1 Support Agents are responsible for taking support calls, emails and live chat/SMS, answering basic support questions. As the first point of contact for our customers, you will understand, document, and communicate technical issues throughout the team, and then educate the customer on the solutions that are best suited to their needs.

Job Responsibilities:

• Listen to and understand the customer, and effectively communicate solutions while maintaining a level of professionalism aligned with the company standards.
• Stay up to date with new features, products, partnerships, and educate our customers on the improvements Solo is striving for to enhance their experience.
• Develop strong relationships with team members, within and without the department to increase collaboration and present a united front.
• Document all interactions had with customers to develop strong internal reporting, necessary for improving the support provided. 

Required Skills/Qualifications:

• 1+ years experience in Customer Support, taking calls and writing emails
• Excellent verbal and written communication skills
• Exceptional customer service and interpersonal skills
• Basic problem solving and analytical skills
• Have the confidence to ask questions and accept help from others
• Receive criticism and feedback from others respectfully and entertain the provided feedback to further improve and find success in any/all aspects pertaining to the job
• Acquire the courage to stand up to or speak openly with authority and management
• Ability to diagnose and troubleshoot basic problems and delegate as needed
• Basic computer skills and the ability to comprehend new platforms and applications
• Possess a base level of creativity to prevent the misuse of the platform and prevent attackers from compromising proprietary information.

Physical Requirements

• Ability to remain seated for extended periods while handling support calls, emails, and documenting customer interactions.
• Frequent use of computer equipment, including a keyboard, mouse, and monitor, for data entry, accessing customer support tools, and communicating with team members.
• Fine motor skills for managing data input, navigating support software, and updating customer records accurately.
• Clear and professional verbal communication skills for engaging with customers, diagnosing issues, and providing effective solutions over the phone or email.
• Ability to concentrate on detailed tasks, ensuring accuracy and attentiveness during troubleshooting and documentation.
• Occasionally may need to move within the office for collaboration with other support agents or supervisors as necessary.
• SOLO complies with federal and state disability laws and makes reasonable accommodations for applicants and candidates with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, please contact [email protected]

Compensation/Benefits:

• $17-19 /hr
• Paid Time Off
• Healthcare Savings Account (HSA) with company match
• Medical, Dental, and Vision insurance
• Hospital and Accident Indemnity Insurance
• Short and Long Term Disability
• 401K with up to 4% company match
• Onsite Snacks and Drinks
• Biweekly Pay
• Opportunity for growth - we like to promote from within!

This job description highlights core responsibilities but is not exhaustive. Tasks and duties may change or be added as needed, with or without notice.