EnergyCAP, LLC is an industry-leading and award-winning software company focused on energy and sustainability management. EnergyCAP is trusted by 10,000+ Energy and Sustainability professionals across the country to be their single source of truth for financial-grade, actionable data to better manage resources, reduce carbon, and drive savings. If you're looking for a role that enables you to do what you do best while making the future more sustainable, this is the role for you! Our core values are: Accountability, Impact, Innovation, Integrity, and Teamwork. Build a more sustainable future with us! Visit www.EnergyCAP.com to learn more. About the Role:EnergyCAP is looking for an astute and highly motivated problem solver to provide Level 2 support for our Level 1 Team and customers, ensuring they have an exceptional experience with our products and company. You will become a bridge between customer success and other departments in aligning our key corporate objectives. We are building a best-in-class customer service organization to ensure all of our customers view EnergyCAP as essential to their organizational success.Reporting to the Sr. Director of Customer Success & Product Support you will serve as the initial point of contact for technical and application related inquiries and will be pivotal in establishing trust with our Level 1 team and our customers by demonstrating the value of our solutions. Leveraging your analytical problem solving, business acumen, technical background and customer centricity, you will coordinate the people, systems, and processes for ensuring customer success. You will ask the right questions and are a master at picking up on subtle details and clearly articulating requirements. Key Responsibilities:
- Analyze complex data discrepancies and or omissions to determine their source.
- Work with engineering, data, or IT teams in order resolve issues in a timely manner by maintaining continuous and relevant verbal and written communication.
- Able to multitask by prioritizing new issues and follow-up on existing pending issues.
- Be the initial point of contact for our Level 1 team in technical and application trouble-shooting, feature explanation and best practice guidance for EnergyCAP solutions.
- Effectively communicate with Level 1 team or our customers via email, phone and other electronic means to ensure effective use of EnergyCAP products.
- Respond to Level 1 and/or customer inquiries in a timely manner, logging incoming calls and emails, documenting issue details, researching known solutions in our knowledge base, resolving cases if possible, and escalating cases appropriately when immediate resolution isn't possible.
- Contribute to company knowledge capital by creating and modifying solutions for the knowledge base.
- Own customer technical issues from initial report to resolution, communicating with Level 1 team regularly regarding issue status and setting appropriate issue resolution expectations.
- Escalate more complicated issues to level three engineer team following established procedures
- Become a master of the EnergyCAP product suites in order to serve as a subject matter expert for both external and internal stakeholders.
- Review manuals, release notes, and patch documentation for possible issue resolution.
- Utilize remote secure access technologies such as Zoom to diagnose and resolved customer issues.
- Meet service level agreements set by the Support Manager or Director.
- Work with our level 1 team and our product management team to identify new features that will make our product more valuable to our customers.
- Create or enhance internal tools to improve key workflows.
Preferred Experience & Skills:
- Associates degree and/or bachelor's degree preferred.
- Experience with support ticket and incident management software.
- Experience with project management and related software.
- Experience using database query, scripting, and other programming languages.
- Basic knowledge of both computer software and hardware, such as basic components, operating systems, browser reliability and settings, security, etc.
- Knowledgeable in Salesforce, Jira, and Zoom.
Pay Range: $52,000 - $58,240Pay is commensurate on a variety of factors, including experience, knowledge, skills and abilities.Benefits (US):
- 100% Company-paid Health, Dental, Vision. Life & LTD Insurance for Employee & Dependent(s)
- 401k with 3% Company Match
- Flexible Time Off
- Connectivity Stipend
- Counseling & Adoption Grants
- Tuition Assistance
- Professional Coaching
- Emergenetics Development Program
- Customized Employee Success Program
- Charitable Contributions & Matched Employee Giving Program
- Community Service Hours
- Hybrid Environment
EnergyCAP is a proud equal opportunity employer, committed to hiring and developing individuals from diverse background and experiences. We value and consider applications for all qualified candidates without regard to actual or perceived race, color, religion, national origin, sex, gender, age, marital status, personal appearance, sexual orientation, gender identity or expression, family responsibilities, disability, medical condition, enrollment in college or vocational school, political affiliation, military or veteran status, citizenship status, genetic information, or any other basis protected by federal, state or local law. EnergyCAP will reasonably accommodate qualified individuals with disabilities in accordance with applicable law. If you are in need of an accommodation in order to submit your application, please email ...@energycap.com. Note: We are currently not sponsoring VISAs.