Client Success Specialist - Technical Services Tier 2

Description:
• Support the Product team to respond to client questions, feedback, and requests with an emphasis on friendly responsivity and proactive engagement
• Consult with and teach Virtual Peaker’s innovative utility client network using in-depth knowledge of product performance, data, reporting while maintaining a personal touch with every interaction
• Collaborate with Product, Engineering, and our manufacturer network to ensure a shared and accurate understanding of complex product functions and data behavior
• Leverage existing expertise and deepen your knowledge of how distributed energy resources (DERs) can be connected, controlled, and leveraged to modernize and green the electric grid
• Prioritize and manage Tier 2 ticket caseload effectively, thoroughly reviewing all Tier 2 tickets pending updates, executing timely resolutions, and maintaining established SLAs
• Support resolution of escalated and unresolved support tickets from Tier 1 in a timely and efficient manner, offering direction as well as solutions to complex technical issues
• Serve as main point of ticket escalation from Technical Services to QA team, sharing insights, identifying trending issues, reporting bugs, and proposing improvements to our product suites
• Conduct in-depth investigations into advanced technical issues, leveraging available resources and documentation to identify root causes or provide data for next level of escalation
• Act as a backup for Tier 1 support tickets and performs helpdesk triage as needed
• Create and maintain detailed customer-facing documentation as well as internal knowledgebase articles regarding advanced technical issues, using clear and concise language for all audiences
• Develop and maintain helpdesk email templates and technical approaches to standardize and simplify complex tickets.
• Assist with the onboarding of new team members via training sessions and creation of training materials, facilitating a comprehensive introduction to troubleshooting and internal tools
• Regularly collaborate with Tier 1 to provide ongoing technical guidance and knowledge-sharing to enhance and contribute to the team’s overall technical competency
• Provide technical feedback to the Manager of Technical Services regarding the performance and training needs of Tier 1 support, highlighting strengths as well as areas of improvement
• Proactively maintain an expert level of product knowledge via internal training as well as self-directed education, keeping pace with all product updates and new VP offerings
• May occasionally work outside of regular office hours to accommodate the needs of the business
• Participate in Technical Services holiday coverage rotation
• Other duties, as assigned, that further aid Virtual Peaker in building the utility of the future

Requirements: • Bachelor’s degree in IT or Computer Science, or a related field required • Two years of experience in a technical support position, preferably in a Tier 2 role • A collaborative and growth-oriented mindset that thrives when quickly learning new things • A sense of ownership and pride in one’s performance and impact on the company’s success • A critical mind and problem-solving skills paired with a big picture mindset • Good time-management skills • Ability to work under pressure and maintain composure in time-sensitive situations

Benefits:
• Competitive salary + Equity
• Full benefits medical, dental, vision, 401k
• Generous vacation time, sick leave, and holidays
• Remote-work stipend

Apply Job!