At GridUnity, we are helping transform the world’s energy supply chain by accelerating the integration of renewables (solar, wind, energy storage), electric vehicles and new advanced data centers. We provide pioneering enterprise SaaS solutions to utilities, independent system operators and project developers for use by their customers, staff and other stakeholders.
Our advanced platform combines machine learning, configurable business processes, and cloud computing to deliver a suite of SaaS-based products and services with the flexibility to evolve with the world’s changing energy market. The GridUnity platform has been rolled out across North America by entities providing energy to 70% of Americans, and we are accelerating our growth.
About the role as Customer Support Analyst
GridUnity is seeking a Customer Support Analyst with strong organizational and communication skills and proven ability to multitask in a fast-paced environment. We are looking for a highly motivated and self-directed individual comfortable working with minimal direction and supervision. You will be responsible for providing exceptional customer service and support to our customers. You are the first point of contact for our customers’ issues, questions and enhancement requests. You will triage issues and, when necessary, escalate them to the appropriate teams. You will work with customers to understand the expectations around customer issues and will help to develop requirements.
This is a fully remote position.
Key Responsibilities:
- Troubleshoot customer issues & provide solutions to customers
- Identify issues that need to be escalated & coordinate those escalations
- Fully address customer questions to make sure they have the information they need
- Work with customers to develop acceptance criteria for new enhancement requests
- Respond to customers with updates in a timely & professional manner
- Provide analytics for service desk
- Collaborate with internal teams to bring valid customer bugs fixes to resolution
- Understand the functionality we offer to our customers and how they derive value from it
- Work with customers to clarify and refine requirements
- Update documentation and specifications based on requirements changes
Required Skills, Qualifications, & Competencies
- Experience in agile methodologies is preferred
- Attention to detail and ability to multi-task
- Strong interpersonal and written communication skills
- Desire to work in a fast-paced environment
- Desire and ability to adapt to changing priorities, new challenges and different technologies
Why GridUnity?
We are a mission-driven organization that prioritizes our team, our customers, our communities, and our planet. As our company continues to flourish, we pay special attention to supporting the growth and development of our team members. While work is a large part of our lives, we also support personal commitments as we consider these to be major factors contributing to an individual’s success and supporting the company’s culture for innovation. GridUnity provides both virtual and physical workplaces, with shared office spaces across the Americas and employees spread across 16 states and multiple countries. Despite the fact that we’re not always in the same physical space, we operate as a tightly-knit team and work on exciting, impactful challenges.
What makes GridUnity’s company culture great is that employees feel valued in all aspects of their lives, including their professional and personal aspirations.
Compensation
The base salary for this role is $70,000 annually. Final compensation may vary depending on location, experience, and skill set
Benefits
- Comprehensive health plan
- Matching 401k after 1 year of service
- Remote work
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