Residential Energy Specialist – L3 Technical Resolution

About the role

We’re looking for an Energy Resolutions Specialist to serve as the L3 technical resolution point of contact for L2 unresolved technical issues. The role involves delivering timely resolutions for escalated customer complaints and managing complex installation risks.

Key responsibilities

• Deliver timely resolutions for customer complaints escalated to the highest level within the organization.
• Exercise discretion and use judgment when evaluating cases, mitigating installation risks, losses, and exposure.
• Maintain dcbel’s established service levels while proactively managing workload with minimal supervision.
• Investigate and analyze root causes of customer escalations, partnering with other teams to develop resolutions that improve the customer experience.
• Act as subject matter expert for the department by applying extensive knowledge of case administration and business processes.
• Present escalation cases internally with proposed resolutions and solutions, working with counsel and business teams to address customer complaints.
• Interpret contract terminology to understand financial implications and installation specifications.

Required profile

• 7+ years of relevant working experience.
• Technical Electrical or Engineering degree or equivalent practical experience.
• Extensive residential energy experience; solar experience considered an asset.
• Experience managing escalations.
• Critical thinker with ability to evaluate opposing viewpoints.
• Strong collaboration skills and flexibility in a fast‑evolving environment.
• Independent decision‑making and problem‑solving abilities.
• Excellent communication, high EQ, and professional demeanor.
• Detail‑oriented, analytical, proactive in root‑cause identification.
• Advanced written and verbal communication skills with intermediate mathematical ability.
• Willingness to travel up to 75% of the time.

What we offer

• Full benefits package including health insurance, virtual care, and flexible hours.
• Employee stock options plan (ESOP).
• Parking or employer commute program within walking distance of Metro Namur.
• Opportunity to work with globally respected investors and patented technology.
• Professional growth alongside experienced energy experts.