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 Peakers 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 teams 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:
Bachelors 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 ones performance and impact on the companys 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 Now
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 Peakers 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 teams 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:
Bachelors 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 ones performance and impact on the companys 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 Now