Technical Support Expert

Position:

Technical Support Expert

Location:

REMOTE

Job Id:

110

GridPoint is a rapidly growing private equity backed technology leader with a mission focused on accelerating the world's transition to a sustainable future by creating an intelligent energy network of grid interactive buildings. As pioneers in the smart grid, GridPoint has been innovating since 2003 to make buildings smarter, more efficient, more resilient, and more sustainable. Founded in 2003, GridPoint's platform is hard at work across thousands of buildings delivering energy operational and resiliency benefits. Networked together, GridPoint intelligent buildings provide the reliable, precise, and instantaneous capacity utilities and grid operators increasingly require. By transforming the way commercial businesses of all types and sizes use energy, GridPoint unlocks the decarbonization, sustainability, and grid resiliency needed for a cleaner, more efficient tomorrow. GridPoint's network of commercial buildings spans across Fortune 500 enterprises, utilities, government organizations, and small businesses. GridPoint minimizes energy waste across 20,000 buildings. To date, they have saved customers over $440M in energy costs, reduced over 5.7B kWh, and eliminated over 5.3B lbs of CO2e.

What makes us different:

• Hardware enabled SaaS platform that is expandable to manage both traditional building assets (e.g. HVAC, Lighting, Refrigeration) and the future of additional grid interactive assets (i.e. energy storage, EV charging)
• Serves both sides of the meter, benefiting both customers in the building and grid participants
• Advanced Analytics and Intelligence with a data-driven approach to manage savings and proactively monitor the health of assets
• Ability to manage multiple distributed energy resources for market participation (e.g. battery storage, generation, HVAC)
• Focused on multiple industry market needs with a specific focus on mid-market commercial buildings and underserved SMBs
• Ability to execute at the majority of unaddressed buildings (i.e. 90% of commercial buildings)
• $0 upfront cost subscription model that accelerates adoption

Essential Duties & Responsibilities:

• Handle incoming customer-facing calls with professionalism and courtesy, ensuring a great customer experience
• Document all calls accurately and efficiently for reference and follow up
• Provide accurate information about our products, processes, and troubleshoot technical issues effectively
• Process and document any work orders promptly to fully resolve customer issues and requests
• Adhere to call flow procedures and call center guidelines
• Meet or exceed established Key Performance Indicators (KPIs) to provide high-quality service delivery and customer satisfaction
• Collaborate with other departments when needed to ensure timely and effective resolution of customer issues
• Utilize provided tools and resources effectively to optimize performance
• Actively participate in performance reviews and coaching sessions
• Demonstrate a commitment to continuous improvement by seeking feedback and implementing best practices

Qualifications:

• High School diploma or equivalent
• Friendly and professional demeanor with excellent verbal communication skills
• Strong written communication skills for documenting calls and correspondence
• Proficiency with basic computer skills and ability to navigate through multiple programs
• Expected to work in a distraction-free home office or designated workspace
• Reliable high-speed internet
• Demonstrate problem-solving and troubleshooting skills with attention to detail

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