Customer Support Associate
Company: AutoGrid Systems
Location: Redwood City
Posted on: January 22, 2023
Job Description:
Customer Delivery - Redwood City, CA - Full Time About AutoGrid:
Join a global high-performing team that is turning big data into
our world's cleanest, cheapest, most reliable source of power!
AutoGrid provides best-in-class energy flexibility management
solutions to regulated and deregulated utilities. Given the growth
of the clean energy industry and AutoGrid's role as a leader in
this space, the company is providing amazing career opportunities
to its highly-motivated employees. As a member of the AutoGrid
team, you will have a chance to work with the brightest minds in
the space and solve the world's toughest energy problems. If this
challenge appeals to you, keep reading! As a Customer Support
Associate, you will join our Customer Delivery team, which is a
fast paced, results-oriented hands-on group focusing on delivering
end-to-end business and technical solutions to AutoGrid's customers
and partners. The solutions delivered include AutoGrid Flex and
AutoGrid Engage suite of applications along with newer big data and
data science driven applications, built on the industry leading
Energy Internet Platform. AutoGrid seeks a Customer Support
Associate to join the Customer Delivery team. The Customer Support
Associate will have the primary responsibility for responding to
questions from AutoGrid's utility customers regarding how to use
the AutoGrid Flex and AutoGrid Engage suite of applications,
troubleshoot simple customer issues, and track the status of more
complex customer issues via our internal ticketing system.
Responsibilities will also include adding to documentation,
conducting quality checks as new features are launched and regular
product updates are released, and other support for the Customer
Delivery team and Customer Success Managers. What you will do
- Be the primary support person handling inbound customer queries
via customer portal
- Triage and respond to support requests, working with Delivery,
Customer Success, Product and Engineering teams.
- Document and track support request from creation to timely
resolution.
- Record and Analyze support request content and KPIs
- Develop and Contribute to articles for the Customer Support
Knowledge Base and other support materials; maintain existing
content
- Support customer adoption of new software features
- Perform quality checks for new product updates and routine
product sanity checks. Desired Skills / Experience
- 1-3 years of experience in customer support or customer facing
roles with Software as a Service (SAAS) solutions
- Strong communication skills in articulating the
problem/concepts/solution at a high-level and also be able to
provide technical in-depth details.
- Comfortable with the internal teams to ensure that customer
issues are understood, documented, and addressed quickly. -
- Ability to handle multiple issues/escalations and be able to
deliver the targeted goals
- Impeccable organization and attention to detail, with ability
to manage multiple simultaneous workstreams efficiently and
effectively.
- Communicate closely with the internal teams to ensure that
customer issues are understood, documented, and addressed quickly.
-
- Proficiency with common business productivity software (MS
Office, Google Workspace, JIRA ticket tracking systems, and project
management tools)
- General understanding of various distributed energy resource
(DER) technologies including both residential and C&I battery
and thermal energy storage, distributed generation, and various
forms of automated load control is a plus
- Electricity industry knowledge is a plus; electric vehicles and
virtual power plants exposure is a plus. -
- Familiar with emerging energy industry trends and implications
on our customers; exposure to virtual power plants, demand side
management, storage solutions, grid management and customer centric
programs
- BS or BA in engineering/science or equivalent work
experience
- Support customers in the US TIME ZONE Benefits and Perks
- Working with a smart, collaborative, and fun group of people
solving big and important problems
- An exciting atmosphere, and an outstanding work/life
balance
- Beautiful, spacious, modern office in Redwood Shores (when
teams are no longer remote)
- Flexible hours and choice of computer (Mac, Windows)
- Competitive salary and equity
- Competitive health care, dental, and vision coverage
- Excellent 401(k) and flexible spending plans
- Three weeks of paid time off annually, in addition to 10 paid
public holidays
- Life, short term and long term disability, supplemental, and
AD&D insurance AutoGrid is an equal opportunity employer. We do
not make hiring, employment or promotion decisions based on race,
religion, color, sex, age, national origin, ancestry, sexual
orientation, gender or identity or expression, pregnancy or
pregnancy-related condition, marital status, height and/or
weight.
Keywords: AutoGrid Systems, Redwood City , Customer Support Associate, Other , Redwood City, California
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