Description
The Position
Do you dream about creating a more sustainable future?
At Uplight, we are motivating energy users and providers to accelerate the clean energy ecosystem.
Working with over 90 of the world’s leading electric and gas utilities, Uplight provides an end-to-end customer energy experience.
Uplight delivers personalized experiences that customers have now come to expect–improving satisfaction, increasing revenue, reducing the cost to serve, and contributing to carbon reduction goals.
We are B Corp certified, enabling us to put our values into action by not only making decisions for the benefit of our shareholders, but also for our customers, environment, employees, and community.
We are seeking a Technical Solutions Engineer to join our team and help us achieve our ambitious goals for our business and the planet.
What you get to do:
Build a deep working knowledge of our software capabilities and the business processes they support
Review and categorize incoming customer issues and requests for a variety of clean energy software products
Facilitate regular customer responses and updates
Work to resolve issues or help escalate them through the organization
Collaborate with senior Technical Solutions team members to gain an in-depth knowledge of our products and processes
What you will contribute:
Client Management
Act as first point of contact for clients and provide regular, succinct updates as issues progress through to resolution
Adapt to changing client needs and be able to pivot quickly on new requests while maintaining a positive and solution-oriented approach
Identify trends that impact multiple customers, summarize those trends with data, and drive visibility for a robust solution
Documentation and Process Improvement
Create and maintain thorough documentation for issues including the investigation methodology, the resolution summary, and any open issues
Provide good traceability of time spent and internal/external communications
Leverage internal tracking systems and processes to maintain operational tracking
Contribute to standard operating procedures for the Technical Solutions Team
Quality Assurance
Ensure complete ownership of issues, including developing a full understanding of the issues, a clear definition of success and maintain ownership until the client is satisfied
Ability to step back from initial problem statements and anticipate/see the larger issues and develop an action plan to ensure the systematic issue is identified and addressed
Project Management
Actively communicate with other teams to promote client needs and defect fixes
Ability to maintain a calm, professional demeanor under pressure
What you bring to Uplight:
Strong alignment and passion for the Uplight values and mission
1-3 years in customer service or enterprise software support
Patient, communicative, team player who is detail-oriented and has outstanding interpersonal skills
Proven experience working with external clients to define and implement complex solutions
Excellent analytical and problem-solving skills, tenacity, and fortitude
Strong organizational skills and the ability to balance multiple short- and long-term projects of varying scopes with clients across the country
Vigorous written and oral communication skills
Comfortable in delivering complex, constructive, and diplomatic messages
Ability to present complex information to a variety of audiences both in person and over the phone
Experience maintaining a positive relationship with clients and colleagues
Curiosity about and commitment to technology, energy efficiency, and your potential
Bonus points:
Experience working with SaaS and/or Jira Software
Exposure to and understanding of Agile and other technical project management methodologies
What makes working at Uplight amazing:
We are:
Proud to be over 500+ purpose-driven individuals helping to create a more sustainable planet.
Committed to the environment, our employees, and our communities.
Focused on providing cross-functional work, collaboration, and development.
Committed to taking our work and mission seriously and….we love to laugh!
We also provide:
401k Match
Medical, vision, and dental insurance
Monthly wellness stipend
Peer to peer recognition program
Management by objectives bonus plan
Innovative flexible time off policy
Exceptionally collaborative and cool office spaces
Salary Range: $60,000 to $70,000