About Omnidian

Omnidian, Inc. is a fast-growing Series C tech-enabled service company revolutionizing performance assurance for the distributed solar and energy storage industries. Omnidian is building a more sustainable future for the planet through our passionate teams, our innovative technology, and by creating an amazing customer experience. We are headquartered in Seattle, WA

The Job

The Technical Solar Expert will help Omnidian deliver a fantastic customer experience by handling both Tier 1 and Tier 2 support responsibilities. This role combines customer service and technical troubleshooting to provide peace of mind to current homeowners and promote solar energy as a mainstream choice in America. We call that Solar Without Fear.

We are looking for a candidate who can work with both our English and our Spanish-speaking customers.

What You'll Do

At Omnidian we believe in trust and autonomy. How you create an impact is ultimately up to you. Here is an outline of some of the things you’ll be doing:
Customer Interaction
Handle inbound and outbound phone calls, emails, and chat messages. Provide answers to both basic and technical questions about solar systems.
Troubleshoot solar systems remotely, using your technical knowledge to diagnose and resolve issues.
Decide when to submit a case to our dispatch team or to our client-facing team for additional action or remediation
Technical Support
Own follow up on open tickets, working with homeowners, field service partners, and internal managers to find win-win solutions.
Improve our processes through self-directed and collaborative projects, identifying areas for enhancement in both customer service and technical support.
Engage in ongoing training and mentoring to increase your knowledge of our business model and technical systems.
Working hours
Omnidian's main customer service contact hours are Monday through Friday, 7 AM to 5 PM Pacific Time.
As our company grows, we aim to provide customer support during weekend hours, potentially leading to working hours any day from Monday through Sunday, 6 AM to 6 PM PST.
We strive to hire across all time zones and form steady schedules covering 9 hour shifts with lunch/breaks and ensure that team members receive two days off per week.

Who You Are

You are committed to providing an exceptional customer experience.
You seek to understand others’ points of view.
You can deliver tough news clearly and compassionately.
You enjoy stability and strive for mastery in a job.
Your written and verbal communication is clear, concise, and articulate. You take detailed and efficient notes.
You proactively identify process improvement opportunities with a bias for action.
You can balance the voice of the customer with the financial impact on the organization.

Experience You’ll Need

Need a strong ability to communicate with customers in Spanish via phone and email.
Additionally, here's how various experience would fall within our salary range.
Minimum:
6+ months of solar experience or
2+ years of IT or Technical Troubleshooting or
5+ years of customer support experience
Midpoint:
2+ years of solar experience (e.g., technical support role, field service role, technical coursework, solar certificate, or other relevant experience)
Above Midpoint:
4+ years of solar experience or
2+ years of battery storage experience or
2+ years handling third party escalations (BBB, legal, etc)

Experience That's a Plus

Experience with Zendesk or Salesforce.
Any knowledge of Solar Storage Systems.
Extensive experience on PPA, SREC, PTO

Work-life and Culture

Most of our roles offer the opportunity to work remotely
If you are in the Seattle, WA area, we offer a vibrant and creative co-working space in the heart of downtown Seattle
We prioritize applicants near one of our employee clusters and offer one or more local gatherings per year
We provide outstanding benefits including family medical, dental, vision, disability, parental leave, 401(k) administration and $1k match per year, thoughtful PTO, and paid sabbatical leave after four years
We offer a competitive total compensation package that includes monthly health insurance premiums, bonuses and long-term stock options for every employee
We love to lift each other up through company-wide slack channels such as #puppiesandpets, #omnidian-wellness, #praiseandbooms and #sustainablefuture
We have affinity groups to help employees feel seen and supported, such as Rainbow Array, BIPOC, Thriving Survivors, Vets at Omnidian, Black Lights Matter and Neurospicy R Us
We are a passionate, mission driven team that believes in collaboration, mutual respect and trust. For examples, check out our posts What Makes an Ethical Company? and Why We’re Proud to Be a Certified B Corp

Grow With Us

We mentor and invest in our employees and prioritize them for future opportunities. Check out our Instagram reels to see a few career journey examples
Internal candidates: Check out our advice on Internal Transfer: Job Application Process
Here are the roles in this career track:
Technical Solar Expert
Senior Technical Solar Expert or Customer Experience Specialist
Senior Customer Experience Specialist
Technical Support Supervisor
We’re a fast-growing startup, which means we’re constantly reinventing processes, adding new products, and asking people to use all of their skills and talents. That means there’s gonna be a lot of opportunities for you to grow, which also means you will likely be stretched in ways you’ve never experienced in a job before. If you are resilient, determined, and not afraid of a big challenge, come apply.

Timeline

We're hiring multiple roles over the next few months, with either one or two cohorts.
Feb 17
March 24 (if needed)
These start dates will be confirmed or adjusted as we approach an offer.

$23.70 - $32.07 an hour

Midpoint $27.88/hr

Bilingual Adder: Our Spanish-speaking agents are paid an additional 6.5%

Comprehensive Benefits: We've got you covered with 100% of health insurance monthly premiums for employees, and 50% for dependents.

Equity Stake: Join us in shaping the future and be rewarded for your dedication with stock options.

Financial Stability: We've converted a variable bonus into a higher hourly wage to provide you with more financial stability

Continuous Growth: Up to $500 annual learning reimbursement because investing in your development is investing in our success.

Committed to Parity: We place candidates within the band based on professional experience, not negotiating skills, as part of our overall effort to avoid gender pay discrepancy.

Privacy

California-based candidates: To understand more about the data we collect and process as part of your application, please view our California Job Candidate Privacy Policy.

Diversity and Inclusion

We strongly believe that diversity of experience, perspectives, and background will lead to a better environment for our employees and a better product for our customers. We are committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. We value diversity and inclusion and are committed to ensuring our hiring and retention practices, as well as our office culture, reflects this value.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Omnidian is an equal opportunity employer. We are committed to diversity in the workplace. We make employment decisions on the basis of merit and business need. We hire without consideration to age, ancestry, citizenship, disability, gender expression, gender identity, marital status, national origin, political activity or affiliation, race, religion, sexual orientation, veteran status, or any other basis protected by law.

We invite you to be part of our mission to create a workplace that is inclusive and welcoming to all.o all.

Technical Solar Expert (Bilingual in Spanish)