Customer Experience Specialist

Gradient’s mission is to cool the world by transforming every home to be more comfortable and healthy for the people who inhabit it — without compromising the environment. Today, heating and cooling equipment emit more greenhouse gas emissions than the entire transportation sector, and expansion in the use of cooling is projected to double these emissions in the next 30 years. However, comfortable buildings are critical for health and productivity, especially among communities that are vulnerable to the effects of climate change. Gradient’s vision is a future where everyone has access to comfortable buildings that are fully decarbonized. Our launch product is a direct-to-consumer high-efficiency and low-carbon heat pump.

We are seeking a highly skilled and knowledgeable Customer Experience Specialist who specializes in software and hardware requirements.  As a Customer Experience Specialist, you will play a vital role in providing exceptional customer support and technical assistance to our customers.

Responsibilities:

• Provide exceptional customer experience: interact with customers via email (and eventually phone) to deliver outstanding support by addressing inquiries, troubleshooting technical issues, and resolving problems in a timely and efficient manner.  
• Specialize in hardware and software support.  Develop a deep understanding of heat pump systems, wireless, hardware components, controls and related technologies to effectively assist customers with their specific needs and requirements.
• Resolve technical issues: Troubleshoot and diagnose problems related to the Gradient systems, hardware installations, controls and functionality.  Provide step by step instructions and customer guidance to customers to resolve issues or escalate them to the appropriate engineering teams for further assistance.
• Adaptability: Ability to adapt quickly to changing technologies, processes, and customer needs. Willingness to continuously learn and upgrade skills.
• Account management: Assist customers with billing inquiries, warranty claims, part replacements, and other account-related tasks. 
• Collaborate with internal teams: Liaise with internal departments, including engineering, sales, and product management, to coordinate the resolution of complex customer issues and provide valuable feedback to improve products and services.

Desired Qualifications:

• Experience in customer experience: Previous experience in a customer experience role, preferably in a technical support or call center environment, is highly desirable.
• Experience with supporting: IoT products and troubleshooting integration with residential and commercial WiFi networks and Mobile Apps.
• Excellent communication skills: Exceptional verbal and written communication skills with the ability to explain complex technical concepts to customers in a clear and concise manner.
• Problem-solving ability: Strong analytical and problem-solving skills to troubleshoot technical issues, identify root causes, and propose effective solutions.
• Patience and empathy: Ability to remain calm, patient, and empathetic while dealing with frustrated or upset customers. Demonstrated ability to provide exceptional customer service under challenging circumstances.
• Time management: Excellent organizational and time management skills to handle multiple customer inquiries simultaneously and prioritize tasks effectively.
• Attention to detail: Meticulous attention to detail to accurately record customer interactions, document technical issues, and follow-up on resolutions.
• Adaptability: Ability to adapt quickly to changing technologies, processes, and customer needs. Willingness to continuously learn and upgrade skills.

Bonus Qualifications

• Familiarity with IoT integration: Knowledge of integrating HVAC systems with home networks or building management systems would be an added advantage. Understanding how HVAC devices interact with connected ecosystems can enable you to address customer queries related to IoT integrations effectively.
• Strong problem-solving and troubleshooting abilities: Demonstrated experience in effectively resolving complex technical issues, using logical reasoning and troubleshooting methodologies, would be a significant bonus. 
• Experience with hardware troubleshooting: Familiarity with hardware troubleshooting techniques and tools, such as multimeters and diagnostic software, would be beneficial. Proficiency in identifying hardware-related issues and providing accurate guidance to customers can greatly enhance the customer service experience.
• Technical Background: Some knowledge of HVAC systems, hardware components, and other technologies. Familiarity with industry standards and protocols is a major plus! 

Benefits 

• Equity
• Medical/vision/dental/life/disability insurance
• 401k
• Paid parental leave
• Professional Development Stipend
• Commuter benefits
• Unlimited PTO 
• Relocation package ( out of state applicants only ) 

We are committed to building a diverse and inclusive company. We seek to create a culture where everyone can belong because we believe that people do their best work when they can show up every day as their authentic selves. We welcome people of different backgrounds, experiences, abilities, and perspectives.

Gradient Comfort is an equal opportunity employer. We do not make hiring or employment decisions on the basis of race, religion, color, national origin, gender, gender identity, sexual orientation, age, marital status, veteran status, disability status, or genetic information, in compliance with applicable federal, state and local law.