Project Customer Support Analyst

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Benefits:
  • 401(k) matching
  • Health insurance
  • Paid time off

Working in a collaborative environment, the Project Customer Support Analyst will work as a member of a cross functional project team. The role provides a vital link between our technical support capacity and our business objectives by supporting the successful completion of projects, through customer outreach and customer support during projects implemented for our clients.

Responsibilities:

o Build expert, dynamic knowledge of the companys products and services.

o Outreach to potential customers and current customers participating in utility project evaluations.

o Implementing customer support solutions in all phases of evaluation projects run for utility customers.

o Analyzing expected customer needs and feedback during projects to other team members and management.

o Define reporting and KPI requirements for maintaining high customer satisfaction.

o Report on common sources of technical and customer issues or questions and make recommendations to project teams.

o Diligent pursuit of ways to improve monitoring, discover issues and deliver better value to our customers.

o Develop customer support documentation and processes for evaluation projects, so they can be transferred to the regular support infrastructure if the project transitions to an ongoing program.

o Ensuring that customers are satisfied with products or services by handling complaints and inquiries.

o Coordinates with program managers to help facilitate design, evaluation, and implementation of client initiatives.

o Leads periodic project status and review meetings with clients.

Successful Candidates Attributes:

o Bachelors degree from an accredited college or university and 2+ years of related experience or an equivalent combination of education and experience.

o Good analytical, problem solving, time management, presentation, organization, and interpersonal skills.

o Strong communication skills, actively listening to customers and communicating with them.

o Familiarity with the electric utility business is a plus.

o Solid organization skills, including planning, the ability to make sound prioritization decisions and the ability to manage multiple tasks and assignments.

o Adapt to various software programs and technologies to access customer information and provide assistance.

Flexible work from home options available.

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