Customer Support Specialist - Clean Energy
<img src="https://app.gurulink.ca/img/gl_logo_112x112.jpg" border="0"><br><br><b>Location:</b> Montreal, Quebec - Canada<br><b>Job Type:</b> Permanent<br><br><b>Description:</b><p>Location: Montréal, QC — On-site/Hybrid<br>Type: Full-time<br><br>We’re working with a fast-growing clean-energy technology company developing innovative products for the residential energy market. They’re looking for a Customer Support Specialist to join their team in Montréal.<br><br>You’ll be the first point of contact for customers, helping answer questions, troubleshoot product or configuration issues, and guide users through product features and functionality. You’ll resolve first-line technical issues directly and coordinate with technical or field teams when more advanced support is required, while owning the customer experience through resolution.<br><br>What You’ll Do<br>- Support customers by phone, email and live chat.<br>- Diagnose basic product, configuration and residential-energy issues.<br>- Provide first-line troubleshooting and escalate more complex issues to technical or field support.<br>- Help customers understand and manage their products and services.<br>- Meet established customer-support response times and service levels.<br>- Document customer interactions, technical issues and resolutions in the CRM and knowledge base.<br>- Proactively address customer concerns and complaints.<br>- Gather customer feedback and share recurring issues with internal teams.<br>- Work closely with Sales, Field Operations, Product and Engineering to deliver an excellent customer experience.</p><br><b>Must Have skills:</b><p>What We’re Looking For<br>- 1+ year of front-line customer support or customer success experience (we have multiple headcount at various seniority levels).<br>- Basic knowledge of residential energy and electrical concepts.<br>- Excellent written and verbal communication skills.<br>- Strong active listening, customer-service and problem-solving skills.<br>- Comfortable troubleshooting with customers and escalating issues when necessary.<br>- Able to manage multiple systems and customer interactions simultaneously.<br>- Familiarity with help desk software and Microsoft Office.<br>- Self-motivated, professional and comfortable working with minimal supervision.</p><br><b>Nice to have skills:</b><p>Nice to Have<br>- Bilingual French/English.<br>- Experience or knowledge of residential energy, solar, battery storage, EV charging or electrical systems.<br>- Experience supporting technical products or services.<br>- Familiarity with help desk/ticketing software.<br>- Experience working with CRM and knowledge-base tools.<br>- Experience providing high-touch/white-glove support for premium products or services.</p><br><b>Job Function:</b> Customer Support Specialist - Clean Energy<br><br><br>