Tier 2 Support Specialist

About Stem Stem is a global leader reimagining technology to support the energy transition. Responsibilities Complete a multi‑week formal training program to prepare for handling inbound calls as frontline support for product and service inquiries. Respond to customer calls through a call queue, delivering high‑quality technical support for Stem’s products and services across hardware and software platforms. Diagnose and resolve technical issues by identifying problems, researching solutions, and guiding both technical and non‑technical end users through troubleshooting processes. Escalate complex cases to Tier3 support, development, and engineering teams as needed. Partner with team members and internal stakeholders to address customer support issues across electronic hardware and software as a service (SaaS) platforms via phone, email, and support ticketing systems. Maintain thorough and detailed documentation of all customer interactions to ensure seamless continuity of support. Ensure all service requests are followed up on and closed effectively. Collaborate with Engineering and Development teams to resolve bugs, assist with the implementation of customer features, and support product development. Identify opportunities to improve support practices and processes. Build and maintain strong relationships with customers and internal teams. Perform other duties as assigned. Required Qualifications High School Diploma or GED. Minimum of 1 year’s experience in customer service. Excellent written and verbal communication skills. Ability to work rotating weekend shifts after the training period. Comfortable operating in a phone‑based support environment. Willingness to leverage AI tools as part of daily support workflow. Strong organizational and technical skills. Proficiency with Windows OS and Microsoft Office (Word, Excel, Outlook). Preferred Qualifications Associate’s degree in electrical engineering or related field. Prior experience in a high‑volume technical support call center. Experience with or knowledge of technical products or SaaS support. Familiarity with electrical wiring or mechanical experience. Basic IT experience (desktop support, phone, or email support). Work Environment and Compensation Office setting, primarily in cubicles; moderate to high noise levels. Ability to sit or stand at a computer terminal for an extended period. This position is onsite in our Broomfield, Colorado office. Hourly range: $22.00 – $33.00. What We Offer Competitive compensation package, including eligibility for a quarterly bonus. Full health benefits on the first day of employment (various medical, dental, vision, FSA/HSA options). 401(k) options on the first day of employment. 12 paid calendar holidays per year. Three weeks of PTO per year that begins accruing day one. 80 hours of paid sick leave. Equal Employment Opportunity Statement Stem, Inc. is an equal opportunity employer committed to diversity in the workplace and does not discriminate against any employee or applicant for employment because of race, color, sex, pregnancy, religion, national origin, ethnicity, citizenship, sexual orientation, gender identity, age, marital status, disability, genetic information, military status, protected veteran status or any other factor protected by applicable federal, state or local laws. #J-18808-Ljbffr