Technical Customer Support Representative

Job Title: Customer Support Representative
Job Type: Full-time In-office

Venture Home is a solar and home electrification company headquartered in Stamford CT with operations throughout the Northeast and Mid-Atlantic. Venture takes an employee and customer-first approach with the goal of providing the best experience possible!

We are seeking an experienced Fleet Manager to join our Customer Support team to help support our 15000 installed customers. Our mission is to help our customers take control of their energy costs by switching to cheaper cleaner renewable power with solar energy and we need your help to do so! We are always looking for passionate energetic and customer-focused team members to join our mission of providing homeowners the best experience possible on their home improvement projects.

Responsibilities:

• Support our growing fleet of 15000 installed and PTOd customers within the Customer Support team.
• Troubleshoot solar/battery systems including Enphase Tesla Solaredge products to quickly diagnose and resolve customer-facing issues.
• Proactively identify underperforming systems that require servicing by implementing our existing diagnostic tools while developing and optimizing these existing monitoring tools with AI enhancements.
• Leverage technical experience to help guide technicians in the field during complex service calls.
• Work closely with customers and internal departments to remove operational roadblocks and ensure customer expectations are surpassed.
• Communicate directly with customers to ensure a positive experience and understanding of the products and services on their home

Requirements & Experience:

• Deep technical knowledge of solar systems including proficiency in monitoring portals like Enphase Tesla and others.
• Proven technical experience troubleshooting solar systems remotely and providing direct guidance to field technicians.
• Experience proactively identifying technical issues and utilizing/improving software tools specifically with AI enhancements.
• CRM experience required
• Must be a self-motivated team player with a strong work ethic and customer service focus.
• Must be highly organized and possess strong attention to detail
• Excellent interpersonal written communication and problem-solving skills.