Tier 2 Support Specialist

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, workstyles, 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:

The Tier 2 Support Specialist is responsible for providing technical support for the Stem products to our customer base as well as our support team members. Support responsibilities include coordinating customer’s installations using internal resources and vendor support. This position provides support to end users by handling service requests from our customer base.

This individual is accountable for ensuring effective support to our clients by providing assistance and coordination necessary to resolve requests in a timely and accurate manner. The ideal candidate will be customer-focused and work with different teams who have a vested interest in the client.

Applicants interested in learning about renewable energy should continue reading below.

Responsibilities:

• Successfully complete a multi-week formal training on the products to prepare you to respond to inbound phone calls to act as frontline support for product and service issues.
• Pick up calls and interact with the customer to provide high-quality technical support for the Stem/Also Energy products and customer base.
• Deliver solutions by identifying problems, researching answers, and guiding customers.
• Work in a collaborative team environment to address customer support issues across a broad portfolio of electronic hardware and software as a service (SaaS) platforms via phone, e-mail and support ticketing system. 
• Document customer interactions.
• Work closely with the Engineering and Development teams.
• Work directly on Utility Scale sites.
• Maintain a working professional career development path to Tier 3 Support.
• Build relationships with customers, and internal teams.   
• Other duties as assigned.

Qualifications:

• Willingness to learn.
• Organizational and technical skills.
• Excellent written and verbal communication skills
• Computer literate.
• Ability to take detailed documentation and assessment of any/all task at hand.
• Willingness to learn new skills and learn about the solar industry.
• Engineering (Electrical/Mechanical) Degree a plus
• Experience with hardware and software products a plus.

Work Environment:

• Office Setting, primarily in cubicles.
• Moderate to high noise levels (i.e. business office with computers, phone, printers, moderate traffic.)
• Ability to sit or stand (standing desk provide upon request) at a computer terminal for an extended period.

What We Offer: 

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

Learn More

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:

• Company Overview
• Newsroom
• Case Studies
• LinkedIn

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.