Customer Support Analyst

Customer Support Analyst

Join the Market Leader in Electric Power Data and Analytics Solutions

The electrical grid is the largest and most complicated machine ever built. Yes Energy’s industry-leading electric power trading analytics software provides real-time visibility into the massive amount of data generated by the North American electrical grid every day. Our unique and innovative view of the data informs real-time trading decisions and mid-to-long-term investment decisions that keep utility prices low, support the energy transition, and keep the grid up and running. It’s both challenging work and work with a purpose.

Position Summary

The Customer Support Analyst assists customers through data evaluation and management, project management, customer check-in meetings, calculations, testing results, and customer data needs. This role includes a variety of data manipulation tasks and helping customers with any data-driven questions or concerns. Additionally, it necessitates a desire to strive for and encourage internal excellence and foster a customer-focused team dynamic.

Position Details

Salary range:  65,000 - 75,000 USD

Location:  Glendora, CA or Boulder, CO 

Full-time

Onsite - Work must be performed onsite at our office during training or as determined by the supervisor. 

Reporting to: PowerCore Team Manager

Work hours: Begin between 7:00 a.m. and 9:00 a.m. or as designated by the supervisor. 

Primary Responsibilities

Complete customer daily processing and data verification with a high attention to detail and accuracy. This will include data validations and maintenance, logging in to customer servers to perform tasks, accessing data from databases, and communicating with the customers that tasks are complete;

Prepare and facilitate customer-required documentation. Examples may include detailed formulas and user guides for customers;

Engage and lead customer calls or communications to inform customers how to use our products to their fullest potential. Provide exceptional customer service, answer questions, troubleshoot issues, and provide technical support.

Engage new customers in training and onboarding, utilizing presentation skills, industry knowledge, and PowerCore’s product expertise to maximize our customers’ product use experience.

Build active and meaningful relationships with customers - establishing yourself as a trusted/strategic partner to understand optimal workflows and collecting insights to ensure product adoption and continued value from our products.

Act as the liaison for technical inquiries, issues, or escalations, working with a wide range of internal teams to achieve the best result for the customer. 

Generate and communicate metrics to identify market trends, product usage, customer health, and application-related issues to ensure that all customers are fully engaged and getting the value they expect from the products and customer experience.

Build analytical skills working with PowerCore’s software, including our API and SQL data products, to analyze business data and 1) help identify customer platform issues and 2) advise management on possible improvements that should be included in the platform or processes.

Collect product feedback, working closely with cross-functional teams (Product Managers, Project Managers, Sales team, Engineering, and Customer Support) to help drive product evolution in a customer-driven direction and ensure adequate customer ticket or feedback resolution.

Minimum Qualifications

Bachelor’s degree (BA, BS) or equivalent education upon college graduation, training or experience in business administration, accounting, finance, or similar field of study.

Two years of relevant work or industry experience.

Excellent verbal and written communication skills. 

Must have high attention to detail and accuracy.

Must have exceptional customer service skills. 

ABOUT YES ENERGY

Overview

Yes Energy delivers real-time market data and electric power trading decision solutions.  Over 1,000 market participants use Yes Energy solutions daily.  The business is a leader in all aspects of information content collection and management, developing and delivering data and market analytics solutions. Since its inception in 2008, Yes Energy has become a trusted and respected supplier of innovative and reliable solutions focused on the needs of power market analysts, traders, and trade managers.  Yes Energy has a team of 170 amazing professionals in Boulder, CO (HQ); Boston, MA; Chicago, IL; Glendora, CA; Richmond, VA; London, United Kingdom; Auckland, New Zealand; and Bucharest, Romania.

Culture

Yes Energy has been named one of the Best Places to Work in Colorado, and we have the culture to prove it. At Yes Energy, we care about saying “Yes” to customers. We like to listen, learn, and develop our solutions in line with their needs. We think about customers as business partners, and when we help them be more successful … we are more successful, too.

Around the office, our culture is driven by some pretty fundamental values that we’re proud of:

We love innovation and solving tough challenges;

We are “high standards people” who combine passion and pride with hard work and rewards of all kinds-- in an ethic that is consistent across the company;

We’re team-focused with a flat hierarchy-- we work in small teams on well-defined projects that directly impact the success of the business;

We play to the strengths and experience of each person while each of us also works along a continuum of roles adjacent to our focus area.  This presents the challenge of maintaining a broad set of skills as well as an opportunity to learn and contribute in many ways; 

We are constantly growing. Professional development happens every day and every year.

Compensation and Benefits

We offer highly competitive salaries and real bonuses that are achievable and that you can impact. Our benefits package is also very competitive, including medical insurance, a 401 (k) Plan with matching, flexible vacation, and flexible work schedules. Yes Energy encourages and funds investment in both formal and informal professional development.

At Yes Energy, we are dedicated to building a diverse, inclusive, and authentic workplace. If you’re excited about this role but your experience doesn’t perfectly align with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles.

In accordance with Colorado law, the range provided is Yes Energy’s reasonable estimate of the base compensation for this role. The actual amount may be higher or lower based on non-discriminatory factors such as location, experience, knowledge, skills, and abilities.

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 where 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.