Customer Technical Support Specialist, SaaS - Remote

Overview

Power Factors is seeking a Customer Technical Support Specialist for SaaS to provide technical support for renewable energy applications, ensuring customer satisfaction and timely resolution of technical issues.

In Short

• Handle incoming technical support calls and requests.
• Triage and prioritize support requests based on urgency.
• Troubleshoot technical challenges involving data flows and networking.
• Maintain accurate records of support requests and resolutions.
• Collaborate with internal teams for complex issue resolution.
• Provide expert support for PowerFactors SaaS Solutions.
• Participate in a 24x7 support schedule.
• Gather customer feedback for continuous improvement.
• Create knowledge articles for recurring issues.
• Strive to meet customer satisfaction targets.

Requirements

• Bachelor's degree in engineering or related field.
• Minimum 3 years of experience in technical support.
• Familiarity with CRM and ticketing systems.
• Proficiency in SQL and cloud computing platforms.
• Experience with Linux and networking fundamentals.
• Strong troubleshooting skills.
• Excellent communication and empathy.
• Time management and prioritization skills.
• Adaptability and teamwork.

Benefits

• Dynamic and purpose-driven work environment.
• Opportunities for professional growth.
• Impactful work in renewable energy solutions.
• Collaborative and inclusive company culture.
• Commitment to diversity and equal opportunity.