Senior Data Engineer, Cloud & Analytics
ADEAL Systems GmbH
Build cloud, data, and analytics solutions for ADEAL Systems, taking technical ownership of architecture, data pipelines, and customer projects.
Open
dcbel develops energy technology for modern homes, combining hardware and software to help homeowners make better use of renewable power. Its flagship Ara smart home energy station brings multiple energy applications together, supporting more connected and personalized management of household energy use. Operating across the energy, hardware, and SaaS sectors, dcbel focuses on tools that can improve efficiency, help manage costs, and support more sustainable home energy systems.
Customer Support Specialist - San Francisco Hybrid
Support customers using dcbel Ara residential energy stations, solar, storage, and EV systems. Troubleshoot issues, resolve inquiries, and coordinate technical field support.
Description
- Deliver first-level troubleshooting for customers using dcbel Ara products and services
- Arrange second-level technical assistance when needed
- Address customer questions, recommend solutions, and explain product features and functionality
- Assist customers through chat, phone calls, email, and live chat
- Provide accurate, professional responses that support strong customer satisfaction
- Assess customers’ home configurations to identify setup or product problems
- Help customers manage their products and ensure each interaction is useful
- Meet response-time SLAs for email, chat, and telephone support
- Escalate cases for remote second-level assistance or on-site field service
- Record customer conversations, technical problems, and resolutions in the CRM and knowledge base
- Track complaints across support channels and proactively contact customers to resolve issues
- Collect customer feedback and communicate relevant insights to internal teams
- Respond promptly and accurately to order-status questions and service-knowledge requests
- Report service failures and customer concerns internally
- Work closely with Sales and Field Operations
- Complete customer profiles by asking clarifying questions, building rapport, and engaging with each inquiry
Requirements
- Background in front-line customer support, field support, or a comparable role
- Working knowledge of residential solar and storage products, home systems, and troubleshooting
- Proficiency with Microsoft Word, Excel, and Outlook
- Availability for a structured schedule that includes some evenings and weekends
- Excellent written, verbal, interpersonal, and communication skills
- Strong active listening abilities and confidence engaging with customers
- Ability to build rapport and maintain positive relationships with customers and colleagues
- Professional, courteous telephone manner
- Self-directed work style with the ability to operate with limited supervision
- Ability to manage multiple tasks while using several systems and assisting customers
- Sound judgment when handling customer issues and escalating them appropriately
- Familiarity with help desk software is an advantage
- Fluency in written and spoken English and Spanish
Benefits
- Join a company supported by respected global investors and holder of patents intended to advance the energy sector
- Opportunities for professional development with blue-chip partners and experienced energy specialists
- Work within a close-knit team
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