Opower is looking for a top notch Client Support Analyst/Consultant for a growing Client Support Operations team to help support our global utility clients in their goal of energy efficiency programs and customer engagement. A patent-pending, customer-engagement approach that leverages cutting-edge behavioral science, customer data analytics and the latest software to engage millions of utilities customer has made Opower one of the hottest startups in the country.
The Client Support Analyst/Consultant will be technically skilled, love working with customers, and have the desire to work on meaningful, large-scale energy efficiency software production systems. The Client Support Analyst/Consultant will have the opportunity to interface with our utility clients, System Operations, Professional Service Engineers, Production Operations, Product Management, etc. to work on exciting and complex client and production inquiries. As we continue to grow at a rapid pace, this position offers a great opportunity for an individual to grow their career within the team or other areas across the company. The position reports to the Senior Manager, Client Operations.
If you're excited by the idea of being part of a rapidly growing software company where you can put your client support and service skills to use improving the planet, this may be the job for you!
Work with Professional Services Engineers, Engineering, Product and System Operations to help triage and address client/production issues via email, phone and ticketing system with existing and new Opower clients
Act as a subject matter expert for all Opower products and services
Gather and analyze information, evaluate impacts, resolve or escalate issues as needed
Manage client expectations, both internally and externally
Develop concise and thorough knowledge base articles for both external and internal audiences
Ensure support service level agreements (SLAs) are achieved and exceeded
Identify opportunities to help improve processes, documentation, and overall client experience
Deliver training sessions and webinars to Opower's corporate clients
Ability to travel up to 25%
Be flexible to be on rotational on-call as needed
Have worked with enterprise customers and extremely customer focused
Have advanced technical hands-on troubleshooting skills, and have supported a 'Software as a Service' platform (is a plus)
Have good SQL/MySQL or databases troubleshooting experience/skills, or the ability to learn
Comfortable working in UNIX command line, and understands UNIX file permissions
Self starter and quick learner
Strong professional and interpersonal communication skills, and ability to train clients
Exceptional verbal and writing skills
Have a Bachelors or Masters degree in one of the following: Math, Computer Science, Business, or Engineering, or equivalent work experience
Work related experience in consulting, software development, 2nd or 3rd tier technical support, technical project management; training development/delivery, etc. or equivalent education is desired
Opower combines a cloud-based platform, big data, and behavioral science to help utilities around the world reduce energy consumption and...