Customer Experience Advisor, Tier II

We are seeking a Customer Experience Advisor to handle escalated customer issues, troubleshoot complex product issues, and provide setup guidance for Sun Home products. This is a full-time, remote role that requires excellent problem-solving and communication skills.

Requirements

• Handle direct customer inquiries and/or escalated support tickets from Customer Service within one business day
• Provide setup guidance and advanced troubleshooting
• Coordinate repairs, part replacements, or field service when needed
• Maintain clear case documentation in customer ticketing system, product logs, and project management tools
• Collaborate with Product, Operations, and Sales teams on recurring issues
• Identify and resolve emerging issues in collaboration with manufacturing partners, and document resolutions for internal reference and alignment.
• Contribute to internal training and knowledge base improvements
• Identify process improvements and communicate to team manager

Benefits

• Generous Paid Time Off
• 401k Matching
• Retirement Plan
• Tuition Reimbursement