Technical Support Analyst (Tier 1)
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 75 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 in the process of obtaining our B Corp certification, 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 Support Tier 1 Analyst to join our team and help us achieve our ambitious goals for our business and the planet.
Position Overview:
As an Analyst, you will work closely with our customers to receive, triage, resolve and escalate issues related to the successful implementation and use of the Uplight product lines. You will be the first point of contact for customers, provide insights and resolutions to basic and complex issues and be a key advocate/partner with partner teams including Engineering, Product Management and Customer Success.
You will work closely with senior Technical Support squad members to gain an in-depth knowledge of our products and processes. You will review/categorize incoming customer issues, manage customer responses/updates and work to resolve/escalate issues through the organizations. You will build a deep working knowledge of the software capabilities and the business processes they support.
To be successful, you will need to collaborate well with a diverse set of customers and a wide range of external or internal teams. The right candidate needs to be adept and effective at multitasking, technology debugging, prioritization and task management. Clear and succinct communications skills, including the ability to provide simple explanations to complex issues will be critical.
Our Tech Support team’s background includes software developers, project managers, and database administrators. We hire proven rock stars in these fields, but we also make bets on promising up-and-comers that have shown massive success in other fields or academia. This position will be based in our office located in Boulder, CO.
What you get to do:
Customer Management
- Act as first point of contact for customers and provide regular, succinct updates as issues are progressed through resolution
- Adapt to changing customer needs and be able to pivot quickly on new requests while maintaining a positive and solutions-oriented approach
- Identify trends that impact multiple customers, summarize those trends with data and drive visibility/action for resolution
Documentation and Process Improvement
- Provide thorough documentation for issues including summarizing 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
- Create and maintain standard operating procedures for the Technical Support Squad
- Provide updates and process improvements and drive those changes through implementation
Quality Assurance
- Ensure complete ownership of issues, including developing a full understanding of the issues, a clear definition of success and maintain ownership until a customer is satisfied
- Ability to step back from initial problem statements and anticipate/see the larger issues and develop an action plan to the systematic issue is identified and addressed
Project Management
- Actively communicate with other squads to promote customer needs and defect fixes
- Ability to maintain a calm, professional demeanor under pressure
Travel up to 20%
Skills and experience are necessary, but we hire on value alignment first, so if you feel you would be a good fit with us, still consider applying.
What you bring to Uplight:
- Strong alignment and passion for the Uplight values and mission
- Bachelor’s Degree in a technology-related discipline or a bachelor’s degree in an unrelated field with experience in technical project management or enterprise software support preferred
- 1-3 years in customer service or enterprise software support, with SaaS a plus
- Patient, communicative, team player that is detail-oriented and has outstanding interpersonal skills
- Proven experience working with external customers to define and implement complex solutions and/or address complex technical/process challenges
- 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 customers across the country
- Vigorous written and oral communication skills
- Comfort 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:
- Exposure to and understanding of Agile and other technical project management methodologies
What makes working at Uplight amazing:
In addition to all the standard medical and dental benefits, that kick in Day 1, we:
- Are proud to be over 300+ rebels with an important cause by helping to create a more sustainable planet.
- Are committed to the environment, our employees, and our communities
- Are focused on career growth by following defined career ladders
- Take our work and mission seriously and….we love to laugh!
We also:
- Provide a 401k Match
- Have an innovative flexible time off policy
- Keep you energized with plenty of food and drink
Uplight provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.