Company Description
Recognized by Forbes as one of the fastest-growing private companies in the United States, Palmetto believes that choosing to source clean energy from renewable resources like solar power should be a right, not a privilege. As such, we connect homeowners with renewable energy options such as solar power and energy storage systems. Through our marketplace business model, we empower solar sales professionals and solar installation companies with access to our proprietary design platform, financing, customer management system, logistics, and project management. Our #1 focus is a phenomenal experience for our customers and partners, evidenced in our industry-leading Net Promoter Score.
Our employees are our most valuable resource. Palmetto has a promote-from-within culture for talent development. We offer excellent benefits such as unlimited vacation/PTO, medical, dental, and vision coverage, parental leave, and retirement plans.
About the Role
The Asset Performance Specialist role is critical to the success of the Palmetto Platform and LightReach financial product, managing all customer and operational logistics around one of the most impactful customer moments on their clean energy journey - ongoing services and support needs throughout the 25+ year lifespan of the solar system.
The Asset Performance Specialist is responsible for monitoring the system’s performance, remote troubleshooting, and assisting customers with issues. They are also responsible for investigating elevated tickets by confirming the validity of the problem and seeking known solutions.
The Asset Performance Specialist can identify the issue, prioritize the troubleshooting process, and properly manage time. This may include solar repair, diagnostic testing, and the utilization of remote performance tools.
They must communicate empathetically with customers and form strong relationships with the Field Service Team to ensure seamless site visit scheduling.
Location
Remote - Philippines
Primary Responsibilities
- Continuously oversee the performance of the residential solar asset portfolio, ensuring optimal functionality and identifying underperforming systems.
- Timely detect and analyze issues impacting solar system performance, utilizing data and monitoring tools to diagnose problems.
- Provide remote troubleshooting support to resolve system issues, including guiding homeowners through reset procedures when necessary.
- Contact homeowners to inform them of issues, guide them through troubleshooting steps, and ensure they understand the status and next steps for resolving any problems.
- When remote troubleshooting is insufficient, escalate complex or unresolved issues to the Field Service Team, coordinating service visits and ensuring a seamless handoff.
- Maintain accurate records of all issues, resolutions, and communications, generating reports on system performance and service activities as needed.
- Identify trends or recurring issues within the portfolio and collaborate with relevant teams to implement solutions that enhance overall system performance and customer satisfaction.
- Ensure all queues are meeting the defined SLA’s (Service Level Agreements).
- Manage and prioritize service requests and issues through the ticketing system, ensuring all cases are addressed promptly and efficiently.
- Communicate with Service Project Coordinators regarding customer preferences, availability, and specific job details.
- Escalate any jobs stuck or delayed beyond the normal timeline.
- Play a collaborative effort as an interdepartmental liaison among service, data engineering, sales, and partner management teams
- Take on new tasks and responsibilities as needed to help the Services division achieve its goals
- Seek constant improvement in the quality of Palmetto’s product and customer service.
- Complete periodic root-cause analysis of service cases and provide management with relevant reporting.
- Suggest process improvements and take part in various projects as a subject matter expert (SME).
Requirements:
- BS/BA Preferred.
- Minimum 2 years of experience in a customer, tech, or sales support role preferred.
- A high degree of proactiveness, adaptability, and resourcefulness to excel in a dynamic, fast-paced environment.
- Customer service mindset.
- Problem solver with attention to detail.
- Strong enterprise software skills (G Suite, Salesforce, Zendesk).
- Ability to work independently as well as in a team.
- Excellent communicator, both written and verbal.
- Knowledge of the construction or solar industry is preferred.
- Spanish proficiency is a plus.
Equal Employment Opportunity
Palmetto embraces diversity and is an Equal Employment Opportunity employer. Employment is decided on the basis of qualifications, merit, and business need. We do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or any other status protected under federal, state, or local law.
For more about our Privacy Policy, visit: https://palmetto.com/privacy-policy
