Technical and Customer Support Specialist

Description

About the Company

With more than 20 years of experience developing and installing renewable energy solutions in Utah, Gardner Energy is one of the state’s longest operating solar companies. Built on decades of local credibility, a strong brand, and a renewed focus on scalable, high quality solutions, Gardner Energy is expanding aggressively across Utah’s residential and commercial energy markets.

We are seeking a Technical and Customer Support Specialist to serve as the frontline, first point of contact for the business. This role is responsible for answering inbound phone calls, general emails, and online inquiries, providing timely, knowledgeable, and professional support to customers, partners, and prospective clients across all Gardner Energy business units. The Specialist will resolve routine questions and service requests whenever possible, accurately document and route more complex issues, and ensure clean, executive ready intake for escalation.

In addition to remote support, this role will also provide light front desk and administrative support for in person visitors, helping ensure a professional, well organized experience for anyone visiting the office.

This individual will support customers and prospects across all Gardner Energy divisions, including:

• Advanced Electrical Services (AES) – commercial and industrial electrical services
• Reliability & Critical Power – UPS systems, generators, service, and maintenance
• Commercial Renewables – commercial solar and energy storage projects
• Residential Renewables – residential solar and home energy solutions

The ideal candidate combines technical aptitude, strong customer service and communication skills, and organizational discipline—enabling high first contact resolution, accurate intake, and smooth handoffs when escalation is required. When capacity allows, this role may also provide general administrative and leadership support across the organization.

Duties and Responsibilities

Key Responsibilities

Customer Intake & First-Contact Support

• Serve as the frontline contact for all inbound phone calls, emails, and web/chat inquiries across Gardner Energy.
• Respond professionally, promptly, and accurately to a wide range of customer needs including: Service questions, troubleshooting requests, project inquiries, new sales opportunities, status updates and general support
• Develop working knowledge of Gardner Energy’s core services, technologies, and project types to resolve customer inquiries directly whenever possible and provide clear explanations in non-technical terms
• Use structured questioning to diagnose needs, clarify scope, and determine the appropriate resolution path.
• Achieve +90% first-contact resolution for calls and digital inquiries that can be resolved remotely once fully onboarded and trained.

Escalation & Project Intake Coordination

For issues that require escalation or onsite service work:

• Collect complete, accurate, and decision-ready information including: 
• Customer details and site information
• Equipment, system, or service involved
• Urgency, constraints, and customer expectations
• Photos, documentation, or history when applicable
• Provide initial estimates, pricing guidance, or scope clarity where appropriate and approved.
• Correctly identify and route residential service work, commercial contract service calls, new project opportunities, and Tier 1 / strategic sales leads
• Maintain clear, concise documentation of all interactions in the CRM or ticketing system.
• Achieve +90% of direct hand-off to the relevant project/operations coordinator for execution without rework by Sales, Engineering, or Operations.
• Perform other duties as required or assigned.

Required Qualifications

• 2+ years in technical support or help desk roles for highly technical products or services, or equivalent specific field service work in one or more of Gardner Energy service segments (Electrical services, Solar or renewable energy, Critical power / UPS / generators)
• Strong customer service orientation with excellent verbal and written communication skills.
• Demonstrated ability to learn technical systems and concepts quickly.
• Comfort interacting with both residential consumers and sophisticated commercial/industrial customers.
• High attention to detail and ability to document issues clearly and completely.
• Strong judgment in determining when to resolve vs. escalate.
• Proficiency with phones, email, CRM/ticketing platforms, and basic office software.

Preferred Qualifications

• Experience with estimating, quoting, or service dispatch environments.
• Experience with both residential and commercial customer environments.

Skills & Competencies

• Problem-solving: Ability to quickly understand technical systems, equipment types, and service workflows, with a structured troubleshooting mindset
• Teamwork: Skilled at gathering complete, decision-ready information on first contact, ensuring clean, complete handoffs that minimize rework for Sales, Engineering, and Operations
• Professional, confident phone presence with the ability to manage high call volumes calmly and effectively
• Clear, concise written communication for email, CRM notes, and internal handoffs

Compensation & Benefits

• $40-55k annual, $22-27/h DOE
• Health insurance
• Retirement plans
• Paid time off
• Bonuses or incentives

Work Environment

• Primarily office work environment with need for in-person presence during business hours. Limited field work during training to get an understanding of Gardner products and services.

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Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities. The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c).