Support Engineer
EnergyX
Powering a sustainable future. Support Engineer Remote · Full time
We are looking for a smart, creative, and resourceful person to fill our Tier 3 Position. This position will provide quality, development and professional product support to Brillion AMS team as well as other customers that results in a high degree of Customer Satisfaction. This position includes assessing, documenting and resolving high level technical customer issues, when normal support avenues fail. This person will help with routine inquiries of a technical nature and handle problem resolutions that require follow-up and/or working with the development team on higher level issues within the team.
About Powering a sustainable future.
Description
Support Responsibilities
● Provide ongoing Tier 3 support to Eversource and others as required
● Provide ongoing support to our ECOiQ integrations
● Act as a customer advocate, triaging and resolving issues on the Brillion platform
● Identify, assess criticality, and prioritize issues as they are assigned to you
● Monitor, document, and manage the resolution process in a timely manner, while effectively communicating status to the team or 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+ years of software development experience
- Formal computer science degree
- Development experience on Salesforce.com platform is a big plus
- Must understand general software engineering fundamentals, such as:
- Object-oriented programming
- Code modularity and abstraction
- Working knowledge of one or more common programming languages, such as Java, PHP, C/C++, C#, VBScript, JavaScript, Python, Perl, etc.
- Working knowledge of HTML
- Bonus points for knowledge of SF development
● 2 – 3 years of Helpdesk/Call Center experience preferred
● Exceptional customer service skills
● 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
● Able to train and support level Tier 1 and Tier 2
