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Associate Customer Support & Market Data Specialist
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 that is 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 the grid up and running. It’s both challenging work and work with a purpose.
Be a part of our successful, growing business.
Our business was founded on the principle of saying “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 an Associate Customer Support Representative.
The Associate Customer Support Representative plays a critical, front-line role in ensuring that Yes Energy lives up to our brand promises: We promise prompt, friendly, and smart customer support, and are committed to collaborative partnerships with our customers.
The position serves as front-line member of the Customer Support Team - answering customer questions related to both technical Support and application usage. The Associate Customer Support Representative needs to have a basic understanding of our products and Data 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 within the help desk ticketing system. This role will be required to participate in an on-call rotation schedule with additional compensation.
What You Will Do
Serve as a front line member of Yes Energy’s Customer Support Team - providing exceptional customer service for Yes Energy products and Data, answering questions, troubleshooting issues and providing technical support to both internal and external customers.
Help customers understand optimal workflows to meet their needs.
Build skills working with Yes Energy software, including our API and SQL data products.
Develop skills in value selling product features and benefits to customers through training and ongoing customer support.
Work directly with users to understand and resolve their application related issues.
Work closely with Customer Success and Product Management to facilitate communication about product issues and user experience.
Manage, track and resolve support inquiries and issues via a Client Relationship Management (CRM) system in accordance with service level agreements.
Help us maintain the quality level of service we are known for among our customers.
What You Bring to Yes Energy
Minimum of 2 years of experience in technical customer support, technical support/helpdesk, and/or technical sales roles.
Experience interacting with CRM software (Freshdesk, Jira, Salesforce, etc.).
A passion for learning new things and a drive to understand complex concepts.
Strong problem-solving skills and a curious mindset.
Comfortable communicating solutions to customers across a wide variety of communication mechanisms: IM, phone, email, formal presentations, etc.
Exceptional customer service with the ability to digest complex technical information and translate that back to customers in a concise way.
Ability to troubleshoot and resolve basic technical Support and application issues.
What Will Set You Apart
Energy industry experience or experience in equities/commodities trading is preferred.
Basic SQL and/or Python knowledge and familiarity with APIs is preferred.
Data science and analysis experience is preferred.
Experience interacting with CRM software (Freshdesk, Jira, Salesforce, etc.) is preferred.
Experience with Yes Energy’s products will set you apart from other candidates.
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, as well as in 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 over 200 amazing professionals located across the United States, Europe and Asia.
Culture
At Yes Energy we care about saying “Yes” to customers. We like to listen and learn, and develop our solutions in line with our customers’ needs. We think about customers as business partners and when we help them to 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 strongly competitive salaries and real bonuses that are achievable and that you can impact. Our benefits package is also very competitive and it includes medical insurance, 401K Plan with matching, flexible vacation and flexible work
schedules. Investment in both formal and informal professional development is encouraged and funded by Yes Energy.
Base Compensation Range: $60,000 - $75,000 DOE & location
Location: CO, MA, IL, VA and etc
At Yes Energy we are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.
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.
