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 80 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 Support (Tier I) to join our team and help us achieve our ambitious goals for our business and the planet.

What you get to do:

• Work with senior Technical Support team members to gain an in-depth knowledge of our products and processes
• Review and categorize incoming customer issues and requests
• Manage customer responses and updates
• Work to resolve issues or help escalate them through the organization
• Build a deep working knowledge of our software capabilities and the business processes they support

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 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 and action 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 Support 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
• 2-4 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 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 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
• Exposure to and understanding of Agile and other technical project management methodologies is a plus

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 400+ purpose-driven individuals 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
• Medical, vision, and dental insurance 
• Monthly wellness stipend 
• Peer to peer recognition program 
• Management by objectives bonus plan 
• Innovated flexible time off 
• Keep you energized with plenty of food and drink (when our offices reopen)

 Salary Range: $48,000 to $57,000 (dependent on experience)

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.