Technical Support Representative

Who we are

Creating a planet fueled by reliable, affordable, clean energy isn’t what keeps us up at night; it’s what gets us out of bed. At Opus One Solutions, our software platform GridOS® helps us pursue solutions that will change how countries access, optimize and distribute electrical energy. From helping utilities optimize their operations when lots of homeowners are feeding solar energy into the electrical grid or charging electric vehicles, to setting up marketplaces to trade clean energy, we're powering a more sustainable future.

The opportunity

As a member of the Support organization, the Technical Support Representative will focus on delivering post-sales/delivery support and solutions to the Opus One customer base while serving as an advocate for customer needs internally. You will be driven to get the right answer rather than a fast one, setting yourself up for success by managing customer expectations effectively. You will be the frontline of a long and trusted partnership with our customers, where you will provide resolutions for user issues on the GridOS platform.

This particular hire will also be instrumental in setting up standard operating procedures, knowledgebase articles and assessing process and tools, as this is the first hire for the newly built Customer Support function. Previous experience in scaling up a customer support department would be a big asset.

Requirements

Who are you?

Our Customer Support team is not just a “help desk”. As the first contact after solution delivery, you are critical in ensuring overall customer success with our platform. You are patient, empathetic and not easily flustered, allowing you to problem solve complex issues in a fast-paced environment. You'll need to multi-task and appropriately prioritize your time among many competing demands. Showing discretion and independent judgment in a dynamic environment, you anticipate and assess ambiguous situations especially when dealing with customers.

We should be able to count on you to work with minimal supervision and be self-motivated, self-directed, self-solve and take initiative to collaborate and synthesize with members locally or globally across different geographical time zone. Demonstrable success in thinking strategically, executing tactically, while providing consistent and high levels of client satisfaction and retention in a fast-paced environment.

What will the new Technical Support Representative work on?

• Respond to inbound customer e-mails, on-line ticketing requests and calls to identify, investigate and resolve customer issues in a prompt and courteous manner.
• Take ownership and manage customer’s escalations/expectations and ensure timely delivery of high-quality resolution on technical issue focusing on root cause analysis and prevention.
• Develop and regularly report on key metrics applicable to the support desk function.
• Work cohesively cross-functionally to prioritize defects, client incident requests, and product improvements.
• Develop and implement strategies for providing proactive support resulting in fewer incidents, increased availability, or accelerated deployments.
• Adopt methodologies and procedures when handling and documenting technical issues that comply with Support processes, policies & SLAs.
• Manage through new software releases to ensure customers are expecting, aware and successfully upgraded with new updates to the platform.
• Engage in self-directed learning/training on GridOS platform to fully understand and keep abreast of new releases and functionalities or related technologies to maintain product expertise.
• Write technical articles for the product knowledge database to build out self-serve functionality for the customer-facing help desk.
• Deliver an outstanding customer experience in every interaction with a goal to reach the highest level of NPS and CSATs on customer surveys.
• Hold yourself accountable to setting and exceeding aggressive KPIs, OKRs and personal goals.

Here’s what you bring:

• 5+ years in a technical support role.
• Experience in supporting SaaS, ideally in a B2B environment.
• Previous experience with helpdesk tools and ticketing systems.
• Ability to complete functions using SQL, Python, AWS.
• Professional communication skills (written and talking customers through complex solutions in an uncomplicated way).

Nice to have

• Experience in engineering, power systems, utilities, grid operations would be a huge advantage for both of us
• Exposure to and understanding of Agile and other technical project management methodologies.

Benefits

Why join Opus One Solutions?

Opus One is on a mission to create intelligent, connected and sustainable energy ecosystems, towards a vision of a digitalized, decentralized and decarbonized planet. Our relentlessness and drive towards this is recognized by Deloitte’s Technology Fast 50 Program, Red Herring 100, CleanTech Group’s Global Cleantech Top 100, Fast Company, and many more.

Our leadership has assembled carefully selected teams with some of the best strategic visionaries - and executors - in technology and the clean energy space. We are all driven by one common goal: to accelerate the integration of clean and sustainable energy in North America and the world.

At Opus One Solutions we understand that not everyone develops their talent and hones their skills in a traditional way. Different paths and experiences are part of the diversity we know we need to succeed. If you feel you meet all or most of the qualifications we are seeking, take a chance and express your interest here.

Opus One Solutions welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.