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

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