Customer Success Analyst

Overall Responsibility

We are looking for a smart, creative, and resourceful person to fill our Customer Success Analyst position. This position will provide quality, professional product support to energyOrbit customers that result in a high degree of customer satisfaction. This position includes assessing, documenting, and resolving various customer issues with our product. This person will respond to routine inquiries of a technical nature and handle problem resolutions that may require follow-up and/or escalation to resources with a higher level of expertise.

Support Responsibilities

• Provide ongoing support to clients
• Act as a customer advocate, triaging and resolving issues on the energyOrbit platform
• Identify, assess criticality, and prioritize issues as they come in
• Monitor, document, and manage the resolution process in a timely manner, while effectively communicating status to the customer to maintain a high rate of satisfaction
• Perform support and analysis tasks within the frameworks of established SLAs
• Perform other duties and responsibilities as assigned
• Meet and exceed current high rates of customer satisfaction

Qualifications desired

• 2+ years of Salesforce administration experience
• 2 - 3 years of Helpdesk/Call Center experience preferred
• Exceptional customer service skills
• Strong problem-solving/troubleshooting skills
• Professional and effective communication skills - both verbal and written.
• Ability to effectively and professionally interact with customers at all levels via phone and email
• Must be able to work autonomously, as well as with a team
• Ability to perform duties and responsibilities independently
• Strong time management, multitasking, and organizational skills
• Ability to understand and articulate technical concepts and derive solutions
• Positive, customer-obsessed attitude and solution-oriented outlook

We take care of our employees (we are all employees):

1. Positive, can-do culture
2. Work / life balance (you will be working primarily from your home office)
3. Vacation days (PTO)
4. Team building events
5. Comprehensive healthcare coverage
6. 401K

Please follow this link to apply.