Asset Performance Specialist - Remote

Overview

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.

In Short

• Continuously oversee the performance of the residential solar asset portfolio.
• Timely detect and analyze issues impacting solar system performance.
• Provide remote troubleshooting support to resolve system issues.
• Contact homeowners to inform them of issues and guide them through troubleshooting steps.
• Escalate complex or unresolved issues to the Field Service Team.
• Maintain accurate records of all issues, resolutions, and communications.
• Identify trends or recurring issues within the portfolio.
• Ensure all queues are meeting the defined SLA’s.
• Manage and prioritize service requests and issues through the ticketing system.
• Communicate with Service Project Coordinators regarding customer preferences.

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.
• 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.

Benefits

• Unlimited vacation/PTO.
• Medical, dental, and vision coverage.
• Parental leave.
• Retirement plans.