Customer Programs Support Associate

About the Role: Customer Programs Support Associate

EnergyHub is seeking a Customer Programs Support Associate to play a crucial role in ensuring the successful execution of our utility and consumer programs. As we rapidly expand our support for dozens of electric utility programs, this Associate will be a vital contributor during EnergyHub's peak seasons. During these times, our platform is extensively utilized by numerous utilities to bolster North America's grid reliability. This position offers a unique opportunity to collaborate daily with a diverse group of Grid Edge experts, gaining invaluable experience.

Main Responsibilities

• Provide direct email support to applicants and participants of our programs.
• Offer 2nd and 3rd line support to utility program staff and customer support teams of our partner companies.
• Effectively manage a trouble ticket queue, overseeing issues from initial reporting through to complete resolution.
• Collaborate with various internal teams to identify systemic problems and propose enhancements to existing products and processes.
• Prepare and deliver weekly and monthly reports detailing all program support activities as required.
• Undertake other assigned duties to support program operations.

Key Skills & Experience

• Demonstrated experience in a customer support and/or process management capacity.
• Exceptional attention to detail and accuracy.
• A proven ability to manage multiple tasks concurrently and effectively prioritize.
• An engaging and cordial personality, suitable for representing EnergyHub to end-users, partner organizations, and utility program personnel.
• Outstanding written and verbal communication skills.
• Proficiency with Microsoft Office applications, particularly Excel.
• Experience with reporting software bugs and managing support tickets is highly advantageous.

Why Work for EnergyHub?

Join EnergyHub and collaborate with exceptional individuals who are passionate about their work, committed to excellence, and eager to learn from one another. Make an immediate impact by taking on real responsibility for bringing new technologies to market from day one. Gain well-rounded experience in a dynamic environment, working directly with executives and developing expertise across multiple business areas. You'll work with the latest technologies, gaining exposure to IoT, SaaS, and machine learning challenges, including distributed fault-tolerance and device control optimization. Most importantly, be part of something significant: help shape the future of energy production and consumption and make a positive impact on our climate.

About EnergyHub

EnergyHub empowers utilities and their customers to create a clean, distributed energy future. We help consumers turn their smart thermostats, EVs, batteries, and other products into virtual power plants that keep the grid stable and enable higher penetration of solar and wind power. To learn more, visit energyhub.com.

Company Benefits

EnergyHub offers a comprehensive benefits package, including 100% paid medical for employees and a 401(k) with employer match. Enjoy a casual work environment, the flexibility to set your own schedule, a fully stocked fridge and pantry, free Citi Bike membership, secure bike rack, gym subsidy, paid parental leave, and an education assistance program.

Key skills/competency

• Customer Support
• Process Management
• Attention to Detail
• Multitasking
• Written Communication
• Verbal Communication
• Microsoft Excel
• Bug Reporting
• Ticket Management
• Problem Solving