Customer Support Representative
EnergyX
Powering a sustainable future. Customer Support Representative Remote · Full time
We are looking for a smart, creative, and resourceful person to fill our Customer Success Analyst position. This position will provide quality, professional product support to Brillion customers that results in a high degree of Customer Satisfaction. This position includes assessing, documenting and resolving basic customer issues. This person will respond to routine inquiries of a technical nature and handle problem resolutions that may require follow-up and/or escalation to resources with a higher level of expertise.
About Powering a sustainable future.
Description
Support Responsibilities
● Provide ongoing support to clients
● Act as a customer advocate, triaging and resolving issues on the Brillion platform
● Identify, assess criticality, and prioritize issues as they come in
● Monitor, document, and manage the resolution process in a timely manner, while effectively communicating status to the customer to maintain a high rate of satisfaction
● Perform support and analysis tasks within the frameworks of established SLAs
● Perform other duties and responsibilities as assigned
● Meet and exceed current high rates of satisfaction
Qualifications desired
● 2 – 3 years of Helpdesk/Call Center experience preferred
● Exceptional customer service skills
● Previous Salesforce experience preferred - though comparable knowledge and proof of learning ability, through job experience, may be also acceptable
● Strong problem-solving/troubleshooting skills
● Professional and effective communications skills – both verbal and written.
● Ability to effectively interact and maintain professionalism with customers at all levels via phone and email
● Effective multi-tasking/organizational skills
● Must be able to work autonomously, as well as with a team
● Ability to perform duties and responsibilities independently
● Strong time management, multitasking, and organizational skills
● Ability to understand and articulate technical concepts and derive solutions
● Positive, customer-obsessed attitude and solution-oriented outlook
