Technical Support Analyst
Yes Energy – Boulder, CO
Yes Energy’s industry leading electric power trading analytics software provides real time visibility into the massive amount of data that is generated by the US electrical grid every day. This in turn facilitates the optimal use of financial and physical capital in the energy industry - an industry that is a critical backbone of the entire economy. We take great pride in our data management and our suite of visualization and analysis tools that serve this industry.
Our business was founded on the principle of saying say “yes” to our customers - and we excel at this. The combination of our industry-leading tools and industry-leading customer care is powerful.
As a result, our data products are growing in an exciting way. To support that growth we are hiring a Technical Support Analyst.
As a member of the Market Data Operations Group, the Technical Support Analyst plays a critical, front-line role in ensuring that Yes Energy lives up to our brand promise of: We promise prompt, friendly, and smart customer support.
The position serves as the most technically-focused member of the Customer Support Team - answering customer questions related to both technical support and application usage. More than any other member of the Customer Support Team, the Technical Support Analyst needs to understand how our products work “under the hood” to facilitate efficient troubleshooting and communication of issues and enhancement requests.
This position also plays an important role in maintaining customer relationships, ensuring customer satisfaction and helping customers optimize application usage. This role is responsible for making sure interactions are properly documented and communicated to stakeholders within Yes Energy.
Please note, this position will help support our weekday Support coverage; working a schedule that includes Monday through Friday but does also include occasional Saturday/Sunday/Holiday support, as needed.
The position is located in our Boulder, Colorado office.
Serves as a key member of the Customer Support Team - providing exceptional customer service, answering questions, troubleshooting issues and providing technical support to both internal and external customers.
Helps customers understand optimal workflows to meet their needs.
Serves as a technical subject matter expert on all Yes Energy products.
Builds skills working with Yes Energy software, including our API and SQL data products.
Develops skills in value selling product features and benefits to customers through trainings and ongoing customer support.
Works directly with users to understand and resolve their application related issues.
Works closely with development staff to facilitate communication about product issues and user experience.
Clearly and thoroughly documents customer issues for development staff.
Creates and updates documents regarding installation, troubleshooting, and best use practices
Generates reporting to identify and communicate trends in product usage and application related issues.
Creates training tools and lead projects geared towards increasing adoption of the products
Trains others to increase their understanding of technical issues.
Creates, updates and closes CRM inquiries/cases and other problem resolutions tickets within designated timeframes
Minimum of 5 years experience in a technology related field or discipline.
Experience with customer success strategies, technical support / help desk, and/or technical sales roles.
Comfortable communicating solutions to customers across a wide variety of communication mechanisms: IM, phone, email, formal presentations, etc
Exceptional customer service focus and skillset
Ability to troubleshoot and resolve technical support and application use questions
Energy industry experience or experience in equities/commodities trading is preferred
Software testing experience is a plus
Experience interacting with case tracking software (Jira, Salesforce, etc.) is preferred
Experience with Yes Energy’s products will set you apart from other candidates
The position will be located at Yes Energy's Headquarters in Boulder, Colorado.
Only applicants who include a cover letter, resume and completed application (found at yesenergy.com) will be considered.
Yes Energy does not provide any Visa sponsorship.
Yes Energy provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Yes Energy complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.