1st Level Customer Support

**About the Role**:
**A brighter future requires the brightest minds.**
Help us accelerate the energy transition and work at the intersection of climate, tech, and AI.
For our team based in Vienna (1070) we are looking for full-time:
**1**st** Level Customer Support & Quality Assurance (all genders)**
100% remote possible

As a 1st Level Support Specialist, you will be the first contact for our customers whenever they need support while using our software.

**What you will be doing**:

- Maintain a high degree of customer service for all support queries and adhere to all service management principles and SLA
- Take ownership of user problems and be proactive while dealing with them
- Allocate more complex service issues to the 2nd line support
- Clearly document actions taken in the ticketing system
- Perform Quality Assurance checks on deployed product features
- Assist with ad hoc projects as required

**What you will need to succeed**:

- Knowledge in IT, networking, and project management
- Minimum 3 years of experience in customer support roles
- Excellent telephone manners and face-to-face communication skills
- Ability to show initiative, strategic and creative problem-solving skills
- Have a sympathetic and understanding approach to all customers
- Excellent knowledge of English (spoken and written)
- Client expertise to be able to quickly establish a close relationship with a client and ensure the client’s experience is positive
- A technical background, preferably in the field of electrical engineering is a plus

**Why join us**:

- Be part of an innovative, open-minded, and humble team who cares about making a difference
- Help us rescue valuable renewable energy by taking solar operations to the next level - autonomy
- Participation in the development of game-changing innovations in renewable energy
- Exciting and diverse job scope with attractive growth opportunities
- An exceptionally friendly working atmosphere with a flat hierarchy
- Collaboration in a young and motivated team
- Flexible working hours and location, it is the results that matter
- An amazing and supportive team (across cultures and time zones)
- We embrace failure to learn
- A wide range of benefits and activities like regular get-togethers, Whatever Wednesday Afternoons, various hangout discussions
- We are taking care of your work permit (if needed)

**Our values**:
**Respect for renewables**
You want to empower the transition to renewables to safeguard our future, and you don't want to see energy go to waste.

**Autonomous**
You operate autonomously and prioritize integrity. If matters to you that you detect your flaws and address them.

**Innovators**
You strive to be a game-changer, and you're open-minded about what comes next.

**Customer-centric**
You put client and community first, always. You find motivation in others' success.

**Optimistic**
You believe in a bright future, and aim to make a positive impact on the planet.

**Optimizers**
You constantly strive for optimization. Today, you do a better yesterday.

**Never stopping**
You don't let obstacles stop you, and you never stop evolving.

**Sounds like you?**
**Awesome. Come join the revolution.**

**About us**:
**Shaping a world that runs itself on renewables.**

We are a climate-tech company on a mission to revolutionize solar energy systems with autonomous operations.

An average PV system today loses around 8% of its possible energy production due to inefficient operations and with the number PV systems increasing exponentially around the world, so is the energy lost. To rescue valuable renewable energy from being wasted, we’ve created raicoon AOC - the world’s first autonomous operations center for renewable energy systems. raicoon AOC is an intelligent software solution that utilizes AI and machine learning to make the operation of PV systems completely autonomous, maximizing our clients ROI while minimizing energy waste.