Client Success Specialist/Technical Services Tier 2

Virtual Peaker is looking for a Client Success Specialist that will help solve the climate crisis by supporting our mission of building the utility of the future. The intermittent nature of wind and solar energy makes it much harder for electric utilities to keep the grid in balance. Renewable energy is going to save humanity, and Virtual Peaker is part of the solution.

Job Description

As a Client Success Specialist, you will be responsible for supporting our clients by acting as a subject-matter expert to users of our cutting-edge software platform.

Role Responsibilities

• Support the Product team to respond to client questions, feedback, and requests with an emphasis on friendly responsivity and proactive engagement
• Consult with and teach Virtual Peaker’s innovative utility client network using in-depth knowledge of product performance, data, reporting while maintaining a personal touch with every interaction
• Collaborate with Product, Engineering, and our manufacturer network to ensure a shared and accurate understanding of complex product functions and data behavior
• Leverage existing expertise and deepen your knowledge of how distributed energy resources (DERs) can be connected, controlled, and leveraged to modernize and green the electric grid

• Prioritize and manage Tier 2 ticket caseload effectively, thoroughly reviewing all Tier 2 tickets pending updates, executing timely resolutions, and maintaining established SLAs
• Support resolution of escalated and unresolved support tickets from Tier 1 in a timely and efficient manner, offering direction as well as solutions to complex technical issues
• Serve as main point of ticket escalation from Technical Services to QA team, sharing insights, identifying trending issues, reporting bugs, and proposing improvements to our product suites
• Conduct in-depth investigations into advanced technical issues, leveraging available resources and documentation to identify root causes or provide data for next level of escalation
• Act as a backup for Tier 1 support tickets and performs helpdesk triage as needed
• Create and maintain detailed customer-facing documentation as well as internal knowledgebase articles regarding advanced technical issues, using clear and concise language for all audiences
• Develop and maintain helpdesk email templates and technical approaches to standardize and simplify complex tickets. Devises standardized temporary technical workarounds as needed
• Assist with the onboarding of new team members via training sessions and creation of training materials, facilitating a comprehensive introduction to troubleshooting and internal tools
• Regularly collaborate with Tier 1 to provide ongoing technical guidance and knowledge-sharing to enhance and contribute to the team’s overall technical competency
• Provide technical feedback to the Manager of Technical Services regarding the performance and training needs of Tier 1 support, highlighting strengths as well as areas of improvement
• Proactively maintain an expert level of product knowledge via internal training as well as self-directed education, keeping pace with all product updates and new VP offerings
• May occasionally work outside of regular office hours to accommodate the needs of the business
• Participate in Technical Services holiday coverage rotation
• Other duties, as assigned, that further aid Virtual Peaker in building the utility of the future

Education & Experience

An ideal candidate will have some combination of the following:

• Bachelor’s degree in IT or Computer Science, or a related field
• Two years of experience in a technical support position, preferably in a Tier 2 role
• A collaborative and growth-oriented mindset that thrives when quickly learning new things
• A sense of ownership and pride in one’s performance and impact on the company’s success
• A critical mind and problem-solving skills paired with a big picture mindset
• Good time-management skills

• Ability to work under pressure and maintain composure in time-sensitive situations

What You Can Expect:

• Full remote position, with remote-work stipend.
• Competitive salary + Equity
• A collaborative workplace, which will challenge you and celebrate your work
• Full benefits medical, dental, vision, 401k
• Generous vacation time, sick leave, and holidays
• Diverse and inclusive community for everyone

Interested?

Virtual Peaker is currently a small team tackling huge problems, and that means that everyone, from the interns on up, are critically important to our mission. If you want to be a bit player on a huge team thinking about micro-optimizations, this role is definitely not for you. If you want to take responsibility for changing the outcome of human civilization, we want to hear from you.

Competitive Salary

Benefits: stock options, generous 401k, remote-first stipend, and health, dental, and vision insurance.

Location: Remote