Customer Support Specialist

Job Overview

Are you someone who thrives on solving problems and being the person customers can count on? Eagle Point Solar is looking for a Customer Support Specialist who takes ownership of the customer experience and keeps things moving from first contact to resolution. You'll be the first point of contact for our customers — managing inbound calls, voicemails, missed calls, and emails, and making sure every interaction gets turned into action. That means creating and processing service cases, keeping communication organized, and ensuring customers always know where things stand.

You'll also play a key role in onboarding new customers — setting up monitoring portals on inverter manufacturer platforms, distributing access, and delivering production reports from pre-built templates.  When solar arrays lose communication, you'll be a central player in getting them back online, working directly with customers and coordinating with the internal EPS team to troubleshoot and re-establish connectivity.

Duties & Responsibilities

• Serve as the first point of contact for customers — managing inbound calls, voicemails, missed calls, and emails
• Create and process service cases from all inbound communication channels
• Set up monitoring portals on inverter manufacturer platforms and distribute access to new customers
• Deliver production reports for new customers using pre-built templates
• Work directly with customers and the internal EPS team to troubleshoot and re-establish solar array communications when systems go offline
• Other duties as needed

Knowledge, Skills and Abilities

• Are organized, detail-oriented, and take pride in following through
• Communicate clearly and confidently — whether on the phone or in writing
• Can prioritize and manage volume across multiple communication channels without losing track
• Pick up new tools and platforms without much hand-holding
• Practice active listening, especially with frustrated customers — you can cut through the emotion and get to the actual problem quickly
• Enjoy being the connector between customers and the people working behind the scenes
• Can translate technical information for customers and customer context for internal teams without losing anything in translation
• Pick up domain knowledge quickly — understanding the basics of solar array and what things like "array communication loss" actually mean will make you significantly more effective
• Document thoroughly and consistently — a lot of this role is process-driven, and sloppy case notes or missed steps create headaches down the line

Physical Requirements

• Prolonged periods sitting at a desk and working on a computer.
• Ability to lift up to 50 lbs.

Work Hours and Location

• This position is a full-time non-exempt position located in the office at Eagle Point Solar in Dubuque, IA. Regular business hours are Monday – Friday from 8:00 am – 5:00 pm.