R1025 Tier 2 Support Specialist (Open)

Job Description

What We Are Looking For:

• Highly motivated Tier 2 Support Specialist
• Customer-focused and collaborates effectively with cross-functional teams
• Passionate about renewable energy
• Dependable, maintains good attendance, works well in a team environment, cooperative and respectful attitude

Responsibilities

• Complete a multi-week formal training program
• Respond to customer calls through a call queue
• Diagnose and resolve technical issues
• Escalate complex cases to Tier 3 support, development, and engineering teams
• Partner with team members and internal stakeholders
• Maintain thorough and detailed documentation of all customer interactions
• Ensure all service requests are followed up on and closed effectively
• Collaborate with Stem’s Engineering and Development teams
• Identify opportunities to improve support practices and processes
• Build and maintain strong relationships with customers and internal teams

Required Qualifications

• High School Diploma or GED
• 1+ years’ experience in customer service
• Excellent written and verbal communication skills
• Comfortable 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)