Platform Support Specialist

  • EnergyHub
  • Brooklyn, NY
  • Nov 11, 2021

Job Description

Job Description

As a Platform Support Specialist, you will be an essential part of the team that owns the post-sale relationship with our clients, working closely with client success, customer services, and our product team and partnerships team.

You will use your technical skills to serve as a reliable partner to our clients: your focus will be to own, prioritize, troubleshoot, and build a plan for inbound technical client support issues relating to our platform and network of partners.

You will work in coordination with your client success and customer support colleagues to ensure our clients are able to successfully overcome any technical issues they may face when using our platform.

This is a great opportunity for someone with a passion to learn, a love of technical problem-solving and client relationships, and a curiosity for clean tech and scale-ups.

As EnergyHub’s first Technical Support Specialist you will have the opportunity to make a real impact on the functioning of the organization, and help build out and grow this new function as we scale our organization.

Responsibilities

  • Serve as first line technical support for our clients, and help resolve client issues with the client success managers, the product and engineering teams or our partners and partnerships team when needed
  • Keep up to speed when new features are being released, and help troubleshoot client issues
  • Handle technical issues/escalations over Zoom, email, phone, or other client management tools (FreshDesk, Monday.com, ...)
  • Work cross-functionally with our product, engineering, client success and partnerships teams to help achieve clients’ desired end goals
  • Contribute to our knowledge database, allowing other team members and clients to learn quickly from your insights
  • Use client feedback to help influence product features, projects and bug prioritization
  • Contribute to setting up, and providing input into technical support related internal processes

Background / Skills

  • Ability to distill customers' technical issues into actionable resolution in an efficient and professional manner
  • Familiarity with software development lifecycles and aligning them with client expectations
  • Ability to recognize gaps / edges in business processes, data integrations and platform features that require addressing
  • Experience handling urgent, pressure-intensive technical client issues
  • Project management skills: ability to manage multiple internal teams, partners and project priorities to achieve desired outcomes and provide updates on a consistent basis to various stakeholders about strategy, adjustments, and progress
  • Working knowledge of case management tools like Jira, Salesforce, Freshdesk, Monday.com or similar ticketing systems
  • Talent for synthesizing complex ideas and communicating them in a way others can easily grasp
  • Great communicator and top-tier problem solver
  • Exemplary written and verbal communication skills with unparalleled follow-up skills

Preferred

  • Experience troubleshooting APIs, complex integrations, database issues
  • Ability to manage multiple competing priorities with a sense of urgency
  • Deep interest in startups, clean / greentech software, and SaaS products

Why work for EnergyHub?

  • Collaborate with outstanding people: Our employees work hard, do great work, and enjoy collaborating and learning from each other.
  • Make an immediate impact: New employees can expect to be given real responsibility for bringing new technologies to the marketplace. You are empowered to perform as soon as you join the team!
  • Gain well rounded experience: EnergyHub offers a diverse and dynamic environment where you will get the chance to work directly with executives and develop expertise across multiple areas of the business.
  • Work with the latest technologies: You’ll gain exposure to a broad spectrum of IoT, SaaS and machine learning challenges, including distributed fault-tolerance, device control optimization, and process modeling to support scalable interaction with disparate downstream APIs.
  • Be part of something important: Help create the future of how energy is produced and consumed. Make a positive impact on our climate.
  • Focus on fun: EnergyHub places high value on our team culture. Happy hours and holiday parties are important to us, but what’s also important is how our employees feel every single day.

Company Information

EnergyHub is a growing enterprise software company that works with the most forward-thinking companies in smart energy. Our platform lets consumers turn their smart thermostats, electric cars, water heaters, and other products into virtual power plants that keep the grid stable and enable higher penetration of solar and wind power. We work on technology that already provides energy and cost savings to millions of people through partnerships with the leading companies in the Internet of Things.

Company Benefits

EnergyHub offers a generous benefits package including 100% paid medical for employees and a 401(k) with employer match. We offer a casual environment, the flexibility to set your own schedule, a fully stocked fridge and pantry, free Citi Bike membership, secure bike rack, gym subsidy, paid parental leave, and an education assistance program.

EnergyHub is an Equal Opportunity Employer

In connection with your application, we collect information that identifies, reasonably relates to or describes you (“Personal Information”). The categories of Personal Information that we may collect include your name, government-issued identification number(s), email address, mailing address, other contact information, emergency contact information, employment history, educational history, and demographic information. We collect and use those categories of Personal Information about you for human resources and other business management purposes, including identifying and evaluating you as a candidate for potential or future employment or future positions, recordkeeping in relation to recruiting and hiring, conducting analytics, and ensuring compliance with applicable legal requirements and Company policies.

Organization Type

Company

Organization Size

51-100

Sectors

Energy