dcbel
dcbel
51 – 200 Employees
EnergyHardwareSaaS
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.

Full-Time Customer Support Specialist at dcbel (Hybrid)

Support dcbel customers using residential solar, energy storage, and electric-vehicle products. Troubleshoot issues through chat, phone, and email while coordinating technical resolutions across support teams.

Description

  • Deliver first-line troubleshooting for dcbel Ara products and related services
  • Arrange second-line technical assistance and field visits when needed
  • Answer customer questions, recommend appropriate solutions, and explain product features
  • Support customers through chat, telephone, email, and live-chat channels
  • Provide precise, professional responses that promote strong customer satisfaction
  • Assess customers’ home configurations to identify setup and product problems
  • Help users operate and manage their products while creating valuable support interactions
  • Meet response-time service levels across email, chat, and phone support
  • Escalate issues internally while remaining accountable for the customer journey through resolution
  • Record customer conversations, technical problems, and outcomes in the CRM and knowledge base
  • Track complaints across support channels and address emerging concerns proactively
  • Collect customer feedback and communicate relevant insights to internal stakeholders
  • Give accurate, prompt updates on orders and service-related information requests
  • Report service breakdowns and customer concerns to the company
  • Work with Sales and Field Operations to achieve high customer-service standards
  • Complete missing customer-profile information by asking thoughtful questions and building rapport

Requirements

  • Background in frontline customer support, field service, or a comparable role
  • Working knowledge of residential solar and storage systems, household operations, and troubleshooting
  • Proficiency with Microsoft Office applications, including Word, Excel, and Outlook
  • Availability for a set shift pattern that includes some evenings and weekends
  • Excellent written and verbal communication and interpersonal abilities
  • Strong listening skills with the ability to engage customers effectively
  • Capacity to build trust and maintain constructive relationships with customers and colleagues
  • Professional, courteous telephone presence
  • Self-directed work style with minimal supervision
  • Ability to manage multiple tasks while using several systems and assisting customers
  • Sound judgment when addressing customer issues and deciding when to escalate
  • Experience with help desk software is an asset
  • Fluency in French and English for all spoken and written communication

Benefits

  • Join a company supported by respected global investors and protected by patents for its energy technology
  • Develop professionally alongside blue-chip partners and an experienced, collaborative energy team

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